14 Thornholme Close

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 treated people with kindness, empathy and compassion and respected their privacy and dignity.

Care was delivered in line with people’s preferences and wishes.People told us staff were kind and caring. We observed staff being sensitive to people’s needs and offering care discreetly to ensure their dignity was respected.

People’s privacy was respected.Staff gave numerous examples of how this was managed in practice. For example, ensuring they knocked on people’s doors and waiting for a response before entering and ensuring people supported one to one had their own space when required.

Family had the opportunity to engage with the assessment and reported no concerns.

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.

There was a consistent staff team who knew people very well. This enabled them to understand people’s needs and to treat them as unique individuals. There was a good understanding of their needs and preferences, and this was reflected in their care and support.

The provider promoted people’s independence. People had choice and control over their own care and wellbeing.

During the assessment we reviewed people’s care records and spoke to staff. People had learned new skills and had become more independent. People were actively supported to enhance their autonomy and to have as much control over their lives as possible. Staff told us, “Yes, [resident] has as much choice and control as possible” and “Yes, he dictates his routines”.

People had regular access to the community and helped to plan the activities they wanted to participate in each week.

The provider listened to and understood people’s needs, views and wishes.

Staff were alert to people’s needs and took time to observe, communicate and engage people in discussions about their immediate needs. Staff showed concern for people’s wellbeing in a caring and meaningful way. They responded to people’s needs quickly to try and avoid any preventable discomfort, concern or distress.

Restrictive interventions were kept to a minimum and staff had been successful at reducing the number of incidents where people had experienced distress or had presented with behaviour that challenged other people.

It was agreed during the assessment the provider would consult best practice guidance to further improve the Positive Behaviour Support (PBS) plan to ensure it was capturing all staff knowledge and learning in relation to people’s distress to ensure their needs are consistently supported. Positive behavioural support (PBS) is a way of supporting people and involves understanding the reasons behind the behaviour such as their life history, physical health and emotional needs.

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

The management team were visible, hands on and there was an open culture where staff felt able to access support when required.

Staff had regular opportunities to provide feedback through attendance at supervisions, appraisals, staff meetings and staff surveys.

Staff told us they felt valued, and they were positive about the support they received. They told us, “Yes, I am treated fairly. I do feel valued, very much” and “I have really grown since I have been here. It has been good for me…It is a good company to work for; they are very supportive.”