Basingstoke Centre

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 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 told us staff were kind and caring. One person said, “The [staff] are lovely, they are very kind to me and will do anything. I enjoy the visits.”
Staff had a good knowledge of people’s individual preferences and preferred routines and how to support their welfare. Care plans detailed information around people’s family and important information related to their care.
Staff told us, “(We) involve people in decisions, preserve privacy during personal care, and treat everyone with patience and respect.” This helped ensure staff understood what was important to people.

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.

The provider considered people’s individual preferences and preferred routines around care which were detailed in people’s care plans. These also included information about people’s history, cultural, religious and spiritual needs to make them more personal. Staff asked people what they wanted done and how.
Staff we spoke with had a good understanding of the protected characteristics meaning these were considered when delivering care. This included people’s religious needs and ensuring they had the appropriate food preferences. People were also given the choice of having male or female staff. The provider used specific staff to work with people based on their disability and communication 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 supported them in the way they wished. Staff told us people were given choice and control over their care. One person told us, “I can chat to them, they spend time talking to me which I love, they ask me what I want to wear and eat.” People and relatives told us they were involved in planning their care and the provider was open to their feedback when suggestions around changes were made. Staff demonstrated an understanding of balancing people’s wishes around remaining independent with reducing risk. This meant staff did not encroach on people’s independence or de-skill them, whilst still helping them to keep safe. One staff member said, “I also encourage (people) to do some tasks at their own pace.”

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’s care plans showed where they had specific medical conditions and how these presented in everyday life. Staff had a good knowledge of recognising when people’s needs were changing and the appropriate action in response. The provider analysed care call times and care records to see if times needed to be changed. This helped them to identify when people’s needs were changing, and their care required adjusting.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care.
Staff told us they were happy and felt well supported by the registered manager. Staff received regular supervisions which were worthwhile and attended team meetings. They felt respected and fairly treated at work. This included being flexible with working when staff had to reduce their hours. The registered manager also took into account staff’s religious needs, with time being allowed for prayer, fasting or other practices. The provider had an on-call system for out of hours working which staff were appreciative of as it was always answered and on-call staff would come out to support.
Although training opportunities were available the registered manager told us they were looking at increasing further qualifications for staff. This would give better support to people and make staff more confident in their role.