Dolphin Homes Ltd Supported Living Services 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 service 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.

Staff interactions showed people were treated with kindness, empathy and compassion and staff respected their privacy and dignity.

Relatives told us staff treated people with kindness, compassion, and dignity.

The registered manager told us, “I visit the services regularly. I ask to go into people’s flats. I monitor interactions. I have observed staff maintaining people’s privacy and dignity. If I had any concerns I would raise it immediately with the staff member.”

People were supported to have visitors and could utilise rooms in the service as well as the garden space.

The service treated people as individuals, and they mostly made sure people’s care, support and treatment met people’s needs and preferences. They mostly took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff told us they received specific communication training to support some people living in the home. One staff member told us, “I have received training in communication methods such as Makaton, easy-read materials, and the use of technology.”

The service promoted people’s independence, and people had choice and control over their own day-to-day care, treatment, and wellbeing.

Systems and processes were in place and staff understood people had the right to have choice and control over how their care needs were met. Staff told us they involved people where they could, for example during medicines administration. Staff told us people had the right to refuse, and they would respect their wishes.

A person told us, “I can go out anywhere I want to go. I go out and watch the trains and go out on buses. I also like going to the pub.”

Staff were communicating with people in their preferred way, and we observed them offering people choices.

The service 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.

We observed staff responding positively to several people who were at different times in a heightened state of anxiety. It was clear staff knew people well and responded to their immediate needs with kindness and compassion. We also observed staff knowing when to give a person space to enable them to reduce their anxiety.

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

Staff members told us the home was a good place to work, 1 staff member told us, “Cultural needs are respected, including time for prayer or religious observance where required.” Staff also told us the provider offered opportunities for personal and career development. Team meetings were held to discuss issues relevant to the service or staff experience.

A staff survey had also been issued to encourage feedback, and we reviewed evidence of the action to be taken following the feedback received.