Park View

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 changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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.

We saw staff spending time with people, creatively interacting with people to enable them to engage and participate which maximised their experience and outcomes.

All the people we spoke with were very positive about the kindness of the staff and how they made them feel. Comments included, “Staff are lovely, very kind and approachable”, “Staff are wonderful, everyone is welcoming and know how to uplift [person] when he is feeling low”. A professional told us, “Staff are kind, caring and attentive to [persons] needs”.

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 told us staff taught life skills and enabled them to make choices and progress; one person said they have done things that they never thought was possible. People were supported to becoming more independent. For example, people who previously were unable to access the kitchen, were able to prepare meals and bake cakes. As a result, they were now able to choose when and what they wanted to eat.

Staff removed barriers that prevented people from participating in activities they enjoyed. For example, the service contacted the event manager at the local football stadium to arrange accessible seating and arranged for the person to enter the stadium early, to avoid being in crowds, this was a success, the service used the same approach to enable people to watch a world cup qualifying match at Wembley stadium, the person told us they were really looking forward to going and we saw this had a positive impact on their wellbeing. A person told us, “I feel listened to, staff really know me as a person”. A professional told us, “Staff show strong and detailed knowledge of people living within the home”.

The service was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The service supported people’s relationships with their family, for example a person who had lost contact with a relative was enabled to reconnect. One relative told us, “Staff are very welcoming when I visit, they make sure I can spend time with [person], they always offer me dinner, this means we can eat together, which is fantastic”.

The service engaged with a relationship expert group, who supported people to explore personal relationships and sexuality, some people then went on to run groups and share their knowledge. We saw people were empowered to explore and develop personal relationships that benefited their emotional wellbeing. A person told us, “ I never thought I could have a relationship, but I can and I have, I also can give advice and support to my friends.”

We saw the service was continuously working with people to develop their skills and enhance their quality of life. A relative told us, [person] has done so much more since living here, [person] now takes part in arts and crafts, I never thought this would be possible”.

We saw people had developed their daily living skills, this included people being able to complete their own laundry, prepare meals and engage with their peers. People told us they are now able to complete some tasks without support and feel in control of their lives.

The service was exceptional in how they 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 saw examples of staff implementing creative methods to support people’s communication and enabled them to recognise their needs and wishes. For example, staff used touch to communicate with a person and then observed slight changes in the person’s facial expression to establish their needs and wishes. Staff used fragrances to communicate with a person, when completing tasks and activities. Staff were alert to people’s needs and took time to engage them in discussions about meeting these needs. This meant people were able to maintain positive relationships with staff and their families.

Staff knew people very well and could anticipate people’s individual needs, we observed staff continuously genuinely engaging with people in a relaxed person first approach. Care was delivered proactively and enhanced people’s emotional wellbeing. A professional told us, “Their evident commitment to the wellbeing of [people] has been constantly exemplary”. A person told us, “My life has improved a lot since living here, it’s the best place I have ever lived, staff help me straight away, I don’t even need to ask”.

The service 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 valued, safe and supported. They had clear roles and responsibilities and their workload was manageable. The service recognised and celebrated success, staff had been nominated for national awards. Staff said, “I’m treated very well” and, “Staff and management have been very supportive”.