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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 80 (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 treated people with kindness, empathy and compassion and respected people’s privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

During the site visit we observed staff speaking to people kindly and supporting them to do things they wanted to do, such as supporting a person to visit a family member.

Staff respected people’s home and their privacy and dignity.

Staff spoke positively about the people they supported. 2 staff told us the home was like a “family”, and we observed people enjoying the presence of staff.

Comments from external services included, “The staff are so lovely with the people they support, and it is rewarding to see how the people supported have grown in confidence since we started going in until now” and “The care I have witnessed has been outstanding. I truly can’t say enough about them all”.

Relatives told us, “I can’t praise the staff or managers enough” and “[Staff are] lovely, kind and supportive”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s care plans had comprehensive information about their likes and dislikes which helped staff provide exceptional care and support. This included details such as the pronouns they use and whether people believe in star signs. There was evidence of people’s strengths and abilities recorded in care plans. Leaders ensured people were treated as individuals and as a result, people were supported to maintain their independence and follow their own interests.

The model of support enabled care which was genuinely individualised to people’s needs. The manager told us, “The activities are all very person centred, we don’t have a lot of group activities”. This meant activities were tailored to peoples likes and interests. One person had a particular interest in a musician; staff had arranged for this person to go to a music concert with this musician. Another person told us, “I love going out, I go to loads of different places and activities, like bowling, swimming, day trips and nights away.”

Staff ensured people were at the centre of their care and support. For example, staff sat with people and recorded all the things they wanted in their care plans. There was evidence of these discussions within the care plans. This allowed care to be truly in line with people’s needs and preferences.

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

People told us they were able to make their own choices and were supported to be independent. One person commented, “I go out as much as I want, I visit my family regularly, help tidy the gardens and pick up the leaves, I clean my room.”

We observed staff encouraging people to get involved with meal preparation, such as preparing sandwiches and making pizza. People were supported to choose what featured on the menu to ensure it was in line with their preferences. Relatives told us they generally felt staff promoted people’s independence. One relative felt the garden could be utilised more and people could be supported to learn how to maintain the garden more.

People chose when they got up and when they went to bed. There was comprehensive information in people’s care plans about what people could do for themselves and what people needed support with which included information about how people make choices known.

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.

Relatives told us staff acted quickly following any concerns identified. Comments included, “They noticed a change in [person’s presentation] and got this checked immediately by a Doctor” and “[Manager] is excellent and very responsive”. We observed staff supporting people in a proactive way during our site visit.

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 well supported by the manager. One staff member told us how the manager was accommodating and flexible with shifts. They commented, “[Manager] tells us not to worry about things, and to look after ourselves.”

Another staff member told us they felt supported by management and adjustments were made to help them manage their work/life balance. They commented, “Every time I came across an issue, they would be flexible.”