Parkhill Support Services Brighton Road

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness,dignityand respect.

At our last assessment we rated this key question good.At thisassessmentthe rating hasremainedgood.

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.

A family member said, “I feel that staff are very caring for example they remember my [relative’s] birthday and arrange a party for [person] with a good spread and absolutely all the family are invited” and another family member shared, “My [relative] has is at times low in mood because of their cognitive impairments, but they speak to [person] with care and love”.

People were supported by staff who were kind and caring. We observed where people found it difficult to express themselves, staff showed patience and understanding, and they looked at ease and were confident with staff. Every effort was made to enable people to express themselves well.

The registered manager had ensured positive relationships had been made with other healthcare agencies involved with people's care.

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.

A family member told us, “[Relative] has[their] own routine that is important to [them], and this involves Church. The staff support [person’s] beliefs and culture, and I would say that the care is effective and [person] is settled”’. Another family member said, “My [relative] can only say yes or no and they do not use sentences or Makaton, but staff know them so well, they communicate with them and they what they would like or not – they don’t presume”.

People could make choices about their day-to-day routines. People followed their hobbies and maintained links with the community, which provided them with mental and social stimulation. People were also supported to try new things or volunteer.

We observed 1 person was supported to prepare and cook their own meals. Staff were to prompt and remind the person and provide support when using sharp knives.

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

Communication plans were in place that described how people were given information in a way they could understand and the level of support they required with their communication needs. For example, " My [relative] does need support to communicate their needs, feelings and choices effectively. Staff can encourage them to express their preference." The person's support plan provided information on their communication skills and the level of support they required.

And another family commented “Staff seem to understand my [relative’s] gestures although [they do not] use words to communicate”.

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 were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests. Where people did not use words to communicate, we saw that staff were skilled in interpreting body language and subtle mood changes. For example, we saw a staff member identified changes in a person's body movements which indicated they were unsettled. They responded involving the person in an activity which they knew had a calming effect and we saw the person become more settled. People's communication methods were clearly recorded in their support plans

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

The staff told us the organisation placed a strong emphasis on staff wellbeing and valued recognising them. The registered manager maintained an open-door policy, and the staff said this made it easy to seek advice, reassurance, and practical support when required.

A staff member said, “The registered manager is approachable, very accommodating and always around.’’ and another staff said, “The managers are always around, and they support us when they visit the house”.