Pathways of Hope

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 Assessment Service Group since its registration. 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 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were treated with kindness and their dignity was respected. People indicated that staff had a kind and compassionate approach to their care and support. Care planning was respectful, person centered and referred to people with respect. One person said, “They look after me nicely. I haven’t got a bad word to say about them.”

People stated that carers knew them and their needs. Our conversations with staff confirmed this. Staff spoke about the people they were caring for with compassion and respect. One staff member said, “Throughout the visit, I maintain a compassionate and encouraging approach, prioritising their comfort while ensuring their safety is never compromised.”

People were treated as individuals by staff who took time to get to know them and understand them.

Staff knew and respected the people they cared for, including their preferences, personal histories, backgrounds and diverse needs. Care plans were detailed, person centred and captured people’s family and work history, as well as what outcomes and interests they were interested in achieving and continuing. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s communication needs were met to enable them to engage in their care, treatment and support to maximise their experience and outcomes. People’s communication needs were assessed in detail and included what support they might need to convey feelings and choices. For example, one person used zones of regulation, a social emotional communication tool to explore how they were feeling and what they were thinking. One person said, “I know how to deal with it (anxiety and emotions). I can go and speak to staff whenever I want. They are quite skilled.”

People were supported to remain independent and their choices were respected. Care plans were person centred and demonstrated the involvement of people in their choices and care planning. There was a positive approach to the planning of activities relevant to people at the service, and an emphasis on maintaining an active approach and positive risk taking.

People were involved in the initial assessments of the care they needed, and confirmed that staff offered choices, and asked permission during daily support provision. Personalised care planning, regular and proactive key worker sessions all recognised what people liked to do, what they would like to improve on and their aims to regain more independence.

Staff supported people to actively maintain their own areas and to engage in daily living tasks. People’s level of interest and involvement in completing daily living tasks varied and staff adapted routines to support this. There was a good awareness of family relationships and how to best support these.

Staff were responsive to people’s needs. People’s needs and views were a focus for staff. People described staff as being attentive. Staff were supported by person-centred care planning that provided detailed personal, health and social care history to support them in the care they provided.

People’s needs, views, wishes and comfort were a priority and staff anticipated these to avoid any preventable discomfort, concern or distress. For example, detailed guidance for staff was in place to support individuals with social isolation, any decline in mental health, support with medicines. These included triggers, protective factors and information for staff to anticipate any risks. The registered manager said, “Staff are well trained in observing any decline in mental health and awareness of risks.” One staff member said, “I regularly support the same clients, which allows me to develop a deep understanding of their routines, preferences, and individual needs. By recognising their habits and preferences, I can anticipate their needs and adapt my approach to enhance their overall well-being.”

People received safe care as the provider recognised and met the wellbeing needs of staff.

The registered manager valued the inclusion, wellbeing and contributions of staff. Staff had opportunities to feedback their concerns and any issues and informed us that they could do so freely. Staff received regular supervisions and benefited from these.

Staff had access to support that recognised the diversity of a workforce with proactive and reactive measures. For example, some carers who attended religious festivals and events during certain months were supported with flexible schedules to accommodate these. Staff could have health insurance through the provider and could access support service such as counselling and oral health treatment if needed.

One staff member said, “They have carer of the month and vouchers are given to the selected carer to encourage carers.” Another staff member told us, “The management team has been very supportive, checking on my wellbeing during supervisions and inquiring about what challenges I encounter while delivering care to clients.”