The Office

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 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.

People told us staff were kind and they were treated with respect and dignity. Records showed people were able to make choices about where they spent their time and staff confirmed this.

Staff spoke warmly about people. Managers described how one person had recently been supported to use public transport after a long period of not wanting to. They were clearly proud of this achievement.

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 had regular person-centred planning meetings where they were able to identify what was working well for them and any changes they wanted. This was also an opportunity for people to identify any goals they might have and how they could work towards achieving them.

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 keen to support people to maintain and develop their independence. When people’s needs changed affecting their confidence and independence, staff worked with them to help them regain it. They were aware of how to encourage people without making them feel under pressure or as if they were failing. People were supported to understand their rights.

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 were now available for support when needed. People were confident asking for support when they needed it. One person sometimes voiced they were lonely. Staff described how they were able to spend time with the person offering reassurance and companionship.

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

Staff told us they were a close team and were well supported by the registered manager and owner. No-one reported experiencing any discrimination. One commented, “We are treated fairly.”