Sugarman Health and Wellbeing - Dorset

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 inspection we rated this key question good. At this inspection 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 and external professionals spoke positively about staff. Relatives’ comments included, “They are kind and courteous with [person]”, and “They are really good, amazing. Very caring.” An external professional told us, “Staff are professional, approachable, and responsive. Interactions indicate a person‑centred approach, and staff appear committed to supporting people with dignity and respect.”

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 and relatives told us staff communicated well with them and knew their needs and preferences. One person told us, “I have the same routine most days and they know how things are done. They respect my religion.” One relative told us, “[Staff member] knows [person] inside out.” Care plans contained information about people’s communication, personal, religious and cultural needs.

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 told us staff encouraged independence and choice. One person told us, “I have choices. They consult with me.” A relative said, “They talk to [person]. Tell [person] what they are doing. I can see [person] feels safe and trusts them.” One staff member said, “I strongly believe the service promotes independence and empowerment, focusing on what clients want and need.”

The provider listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People and their relatives said the service communicated effectively and kept them informed. One relative told us, “I have witnessed them doing emergency care with [person].” Records were completed to support staff in monitoring people’s changing needs and responding appropriately. This helped ensure people received consistent and timely care.

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 felt supported by management. One staff member told us, “They provide guidance when needed, check in regularly, and ensure staff feel valued. This is shown through communication, supervision, and recognition of good work.” The provider offered an employee assistance programme with access to a range of welfare services, and some staff were trained as mental health first aiders.