Independent Supported Living and Disabilities Ltd Also known as ISLAD

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. People were observed to be comfortable around staff and staff addressed them in a caring, respectful way. A relative commented, “[Staff] are always helpful. I think they are really good. Nothing could be better, all [staff] do their best.” People’s care and support records were written in a respectful way. Staff spoke about people in a caring, dignifying and friendly manner.

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 relatives told us staff knew people well and treated them as individuals. A staff member told us, “[People] are well cared for, staff always check if they are OK and give emotional and practical support [when needed].” Staff spoke about people recognising their strengths, not only support needs. People’s support plans were individualised and person-centred.

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 be as independent as possible, and could tell us what they enjoyed doing, how they lived their lives and when they needed staff support. People we spoke with and observed were in control of their support, home environment and lives. People’s relatives were complimentary about how staff treated people and respected their choices and wishes. Staff knew what help people needed and when, and what they preferred to do on their own, and they respected when people chose to spend time on their own doing things they liked. People’s support plans included information on the level of support they needed, and what they could do themselves independently or with encouragement and some guidance from staff. Staff supported people to gain or maintain their skills, for example, around cooking, baking, and household chores.

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 their relatives told us staff provided support as and when needed and were responsive to any changes in people’s mood, health or overall needs. Staff could explain how the service flexibly addressed any emergencies and other situations, where additional support was needed to ensure people remained safe and well. People’s daily records confirmed care and support were offered timely and as per their needs.

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 told us they felt supported by the management and valued. A staff member said, “I do feel really supported by colleagues and the management. Whatever I need [to be able to fulfil my role well], I feel I have got it.” The provider implemented a range of individual support mechanisms for staff to ensure they had the skills, knowledge and help they needed to succeed in their roles.