Newferry

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 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. 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. Staff told us, “I know the people I support well through daily interaction, communication, care plans, life histories, preferences, and speaking with families and colleagues” and “I know the people I support by reading their care plans, speaking with them directly, listening to their preferences, and building positive relationships over time. This helps me understand their routines, choices, likes, and dislikes.”

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. One staff member told us, “I always treat people with kindness and respect, involve them in decisions about their care, maintain privacy during personal care, protect their dignity, and encourage them to do as much as possible for themselves.”

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.

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 responded to people individual needs. 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, “I feel supported in my role. I can go to my manager or senior staff if I need help or advice. We work as a team, and I receive training and feedback to support my work.” Staff were valued by the management team who provided them with the resources and support to provide quality care.