Isabella’s Home Ltd

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.

This is the first assessment for this registered service.

This key question has been rated good.

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

This service scored 70 (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.

People told us they were treated with kindness. One person told us, “Staff are caring.”

During our assessment, we observed staff interacting with people in a kind way, and when people asked for support, staff were available and offered assistance. We saw staff engage with people and saw them request permission before entering their private spaces.

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 we spoke with did not feel they needed advocacy services but knew they could access them should they wish to. One person said, “I have not needed an advocate for discussions.”

People were assigned staff key workers who supported them to make decisions about their care, including any goals they wished to achieve. Progress was measured and reviewed with people in order to make adjustments as needed. Where people had been successful this was celebrated with them.

People felt they were treated as individuals. One person’s bedroom was decorated in-line with their wishes, and contained religions symbols which were important to them. In addition, systems were in place to ensure people were treated as individuals and included ensuring people were listened to where they reported issues.

The provider did not always ensure people had the opportunity to make decisions regarding their daily activities.

We received mixed feedback from people and their families. Some people told us that while they could choose what activities they wished to engage in, their choices were limited. One person told us, “I can’t do anything, I can only go from my bedroom to the garden and back; I can’t leave the house.” However, a relative told us, “If [person] wants to go out, they will arrange for staff to support them by transferring staff from another service, but there is not enough recreational activity taking place at the home itself.”

People could remain in their rooms or if they wanted to, access communal areas; however, due to complex care needs of people living at the service, staff were not always free to support to take part in the activities they desired when they wanted. This meant people did not always have full control over the way they spent their days and what activities they participated in. The provider was actively trying to resolve this issue.

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 and relatives had the opportunity to express their views through meetings and reviews.

Staff took the time to speak with people and understand their needs when working with them in ways which addressed their needs. For example, where people displayed symptoms of emotional distress staff would respond in clearly defined ways which were found to be the most effective at reducing that persons distress.

When changes occurred to people’s needs, information was shared with staff through handovers and updates. One staff member told us, “We find out if something had happened or changed.”

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

Staff we spoke with felt supported by the leadership team and spoke positively about the work environment. One staff member told us, “The manager is approachable and fair, human resources are too, as well as the team leader.” Another staff member told us, “I feel we work well as a team and motivate each other to support people in the best way.”

There were systems in place to consider and support staff wellbeing. For example, staff were supported both professionally and personally, with the provider arranging social events for staff. Staff had access to reasonable adjustments to ensure they received the support they needed to succeed in their job.