Naylorsfield and Hartsbourne

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 requires improvement. At this assessment the rating has changed to 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. Staff we spoke with demonstrated genuine empathy for the people they cared for and people felt they were treated with kindness, compassion and dignity in their day-to-today care and support. One staff member told us, “Things are not rigid, we genuinely look at the person and will assist them with a consistent approach which is flexible, and we review every day.”

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. For example, we saw the provider celebrated people and what they had achieved in their lives. One staff member told us, “It is a privilege to help people and even bigger privilege to see them doing things which are important to them.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff were positive in empowering people to be as independent as possible and celebrated this. We observed staff interactions with people, staff listened and empowered people to have control over their lives. The provider shared other examples of how they promoted people’s independence, for example, learning to drive and looking for employment.

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. Staff understood people’s needs well. Staff detailed many examples of how they respond to people individual needs. For example, when a person showed through their body language, they were becoming distressed staff would respond straight away. Guidance in care plans was detailed and outlined various ways to engage with people if they became distressed.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff benefitted from the support systems in place, which empowered them to do their job well. Staff told us, ”Since I joined, they look at you as an individual and anything we need to make us better support workers the manager will listen to us and make sure we receive maximum support” and “We have [Provider Name] values, and this helps me, and others remain positive and focused what is essential here.” Staff were valued by the management team who provided them with the resources and support to provide quality care.