ISSAC

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 inspection, 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.

Staff treated people with kindness, compassion and dignity. People and their relatives spoke positively about the care provided and described staff as attentive, caring and responsive to individual preferences. A relative told us, “They are caring, definitely. They always make time to chat and have a laugh with him.”

Staff recognised the importance of supporting not only people receiving care but also those close to them. A relative described how staff reassured them that their family member was in safe hands, which helped them feel supported and able to take time for themselves when needed.

People and their relatives told us staff respected their dignity and privacy. A relative explained, “My home is open plan, and they always make sure to close doors and blinds before providing personal care.”

The provider ensured people were at the centre of their care and treatment. Staff worked in partnership with individuals to understand their preferences and supported them to make decisions about how their care should be delivered.

People and relatives spoke positively about the way staff interacted with them and took time to build meaningful, respectful relationships. A relative told us, “They know him well and respond to him. They always ask him what he wants. It would be bad if he was to get random people, but we don’t, we do trust them.”

Staff understood the importance of individualised care and recognised how small, thoughtful actions contributed to positive outcomes for people. One staff member told us, “It’s everything - every little thing we do makes a difference to people’s care.”

Staff promoted people’s independence, choice and control. Care plans included information about people’s individual needs, preferences, routines and choices. They provided guidance for staff on how people wished to be supported and helped ensure care was delivered in line with people’s wishes, while promoting independence.

Staff described how they encouraged people to do as much as they could for themselves. A staff member told us, “I promote independence and support people to do what they can. I only help with what they can’t do.” They gave examples of how this was put into practice and explained how they supported people to maintain their routines and skills, such as preparing their own meals where possible, while offering support with tasks like cleaning and tidying afterwards.

Staff supported people to access the community in line with their care plan, which enabled them to maintain independence and take part in activities such as shopping.

Staff responded promptly to people’s needs. People and their relatives told us staff recognised changes in people’s needs and adapted care accordingly.

Relatives said staff knew people well and were responsive to their individual needs. A relative told us, “They respond well to her and overall they are very friendly and deliver a good standard of care.” A health and social care professional also provided positive feedback about the service’s responsiveness. They confirmed that concerns were communicated promptly and that care coordination and multidisciplinary working were effective.

The provider cared about and promoted the wellbeing of their staff and supported them to deliver consistently person‑centred care.

Staff were supported to develop their knowledge and skills through training and ongoing support. They spoke positively about the support they received and said they felt valued in their roles. Regular supervision provided opportunities for reflective discussion, helping staff feel confident and supported in their practice. A staff member told us, “I absolutely love it, it’s the best place I’ve ever worked.”

Employment practices were flexible and responsive to individual circumstances, enabling staff to balance work and personal commitments. Staff described how arrangements were adapted to support family responsibilities and individual wellbeing needs, which helped them remain in work and feel valued by the service.

The registered manager explained that additional support was available through an external health services provider, including access to clinical advice, wellbeing support, and legal and therapeutic services. These services were free and confidential, supporting staff both professionally and personally.

The registered manager stated, “We retain staff by creating a happy and contented workforce. The management team are actively involved with the frontline ISSAC team, ensuring staff and individuals are genuinely listened to.”