Radis Community Care (Hereford Supported Living)

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

All staff working in supported living setting have been enrolled onto the Dignity Championship Commitment Register. A member of staff left their feedback, “Since I became a dignity champion, we have worked hard to promote an inclusive culture for the people we support, who may be battling loneliness or isolation. Their wishes have been respected; however, we have aimed at providing ‘fun’ things to do within their home environments with the aim of promoting both physical and mental wellbeing. We have given people we support more personalization with their support plans and care needs including, listening to them, respecting their needs, wants and privacy needs. We treat everyone as an individual and help them to gain confidence and promote positive self-esteem.”

One person told us, “They really couldn’t be better.” Another person told us, “They are excellent, they are very good. They are always on time, always here and I never had to worry about the things they did.” We asked people’s relatives if people were treated with kindness, dignity and respect. A relative told us, “Yes, kind isn’t in it they spoil him! He goes all over and they have a great time; he is always being joked with and bantered in the way that he likes.” Another person’s relative told us, “She is well cared for they are kind; they really are.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People’s individuality was respected. Personal and cultural needs were detailed in care planning and clearly met.

Staff understood people’s needs and provided care in a way which was personalised to them. Staff had taken time to get to know people, which helped promote positive working relationships and helped people feel comfortable when in the presence of staff. Staff had a knowledge of people’s individual preferences and routines. This helped to ensure the care they provided was tailored to the individual they were supporting.

People’s relatives told us staff understood people’s individual needs, challenges and knew how to address them. A relative told us how staff recognised a person’s anxiety and introduced new things at the pace that the person accepted. The relative told us, “[Person] gets over excited with new things, so it has to be kept at the right level and introduced the way [person] needs but this works.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff recognised everyone’s levels of independence were different and helped them plan and achieve accordingly. People were supported to remain as independent as they wished. Care was carried out in a way which people wanted, which helped people remain independent with aspects of their personal care where possible. People had choice and control regarding when they spoke to and saw family and what they did on a day-to-day basis. People made decision regarding activities such as organising a pool tournament or celebrating sport events.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People's care plans clearly outlined situations whereby staff would be required to respond to people's immediate needs and/or seek medical attention. It was evident from daily notes, interviews with staff and records staff knew and understood what to do and people's needs were met in a timely manner. People’s records guided staff on when to raise a concern and seek external health professional advice.

People’s relatives told us communication with the service was effective, and they felt informed and actively involved in decisions about care.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they felt well supported and had regular opportunities to speak with their manager about their role. We saw staff had access to regular team meetings and supervisions and they were able to discuss any important matters in these sessions. There was an equality and diversity policy in place.