Radis Community Care (Woodland Court)

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 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. Staff treated colleagues from other organisations with kindness and respect.

People and relatives described staff as kind, caring and thoughtful. They provided examples of how staff demonstrated compassion and dignity in their interactions. People told us, “I am very happy living here, because they encourage me to be independent, but will assist me when I need it,” and “The staff are very kind and caring and will always have time to chat.”

Staff were also able to describe how they delivered care in a manner that reflected this feedback, demonstrating an understanding of how to support people respectfully and maintain their dignity.
 

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 told us staff treated them as individuals. Feedback indicated people’s needs, wishes and preferences were understood and met by staff. One person told us, “They know my routine, I really like the staff.” A relative also told us, “The staff know [Person] really well, especially the older care workers.”

Staff demonstrated an awareness of individual preferences and supported people in a personalised way.

 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People and relatives provided examples of how staff promoted independence and supported choice and control. This included enabling people to make decisions about their daily routines, supporting access to activities, and offering choices regarding meals and day-to-day living. Staff were described as encouraging people to remain as independent as possible.

One relative told us, “They encourage everyone to be independent, but they will help people when required.” Another said, “They go every day even though [Person] says no to try and get [person] to join in activities.”
 

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.

There was evidence staff responded appropriately to people’s immediate needs. Systems were in place to support people to summon assistance in an emergency, including the use of call pendants and falls alarms. Where accidents, incidents, or falls occurred, records demonstrated that staff responded in a timely and appropriate manner and sought medical support when required. People had access to staff 24 hours a day through the core team, ensuring support was available when needed.

Relatives told us they felt the service was responsive. Comments included, “If I telephone and say [person] is not very good today, straight away they check on them regular, and update me,” and “If I had to complain I would go to the manager. The manager would deal with any concerns straight away.”
 

Staff were supported through a range of recognition and wellbeing initiatives; however, inconsistencies in staff experience meant overall morale was variable.

Staff appreciation initiatives were in place both formally and informally. These included a ‘Carer of the Month’ scheme and opportunities for people using the service to provide feedback about care workers. A staff referral scheme was also in place to support recruitment.

Practical support for staff wellbeing had been considered. For example, an emergency basket was available containing essential items such as toiletries and sanitary products. Improvements had also been made to staff facilities, including the provision of a microwave in the staff break room. The provider had allocated funding to enable the registered manager to purchase seasonal gifts for staff, recognising occasions such as Christmas, Eid and Easter.

Feedback regarding staff morale was mixed. Some staff described morale as positive, while others reported inconsistencies in their experience.