Enablement Care Supported Living Services

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 service 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.

Relatives told us staff were kind, respectful and caring. They said that staff treated people with dignity and were respectful. A relative told us, “There seems to be a good bond between [my family member] and care staff. This makes me happy.” Another relative said, “[Care staff] are kind and caring and patient.”

People were familiar with care staff that supported them and felt comfortable in their presence. People received care from a consistent regular team of care staff that they were familiar with. This was confirmed by relatives we spoke with. A relative told us, “We have the same regular staff. [My family member] has autism so does not like changes. [They] are happy with the same staff and this is what we wanted.”

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.

People’s spiritual and cultural needs were documented and staff respected their beliefs. For example, they offered meals which remained in line with their religious values. The management team made efforts to appropriately match people with staff based on their interests and personality traits.

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.

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

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’s independence levels were recorded in their care plans so staff knew where they needed assistance. This helped ensure staff had the information they needed to help meet people's needs.

The provider listened to and understood people’s needs, views and wishes. Relatives told us they were happy with how staff responded to their family member’s needs. They told us staff were responsive and attentive. A relative told us, “Staff in the office respond quickly when I call them.”

Care records were reviewed by staff to help ensure they included sufficient guidance for staff to care for people in a person-centred way and to recognise people’s changing health needs. Daily care records were reviewed by management to check that staff provided care in a person-centred.

The provider promoted the wellbeing of their staff. Management supported staff and helped them to deliver person-centred care. The compliance and quality assurance manager told us, “The team works well together. Staff are always able to pop to the office and there is good synergy. I encourage staff to speak to me openly.”

Staff told us they were happy in their role. They said management staff were supportive and encouraging. Staff we spoke with told us they felt supported and valued by their colleagues and management. They said they felt happy and safe at work. Staff told us they could raise concerns and ask questions. They were confident these would be addressed. A member of staff told us, “Management are easy to reach. They are friendly and there when I need them.”

Management had an open-door policy. Staff were encouraged to speak up and raise concerns openly.