Walsingham Support - London Supported Living

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 service 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.

People were treated with kindness, empathy and compassion and staff respected their privacy and dignity. A relative told us, “I think they’re kind, caring and helpful. They understand [my family member]. A relative told us, “‘We are content that [my family member’s] being beautifully looked after.”

Staff delivered care with compassion and dignity. People and relatives were complimentary about the staff who provided care and support.

Staff spoke about people in a respectful manner and demonstrated empathy. They told us they prioritised spending time with people so they felt comfortable in their presence.

People were familiar with care staff that supported them and felt comfortable in their presence. People received care from a consistent regular team of care staff that they were familiar with. This was confirmed by people and relatives we spoke with.

There was a care planning and review process in place. People and relatives had input through this process and each person had an allocated keyworker so that there was continuity in their care. Relatives spoke positively about this. A relative said, “Key workers are always lovely.”

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’s care records were personalised and contained information about their likes and dislikes and how they preferred staff to support them. People were treated as individuals and staff made sure care, support and treatment met people’s needs and preferences.

Relatives we spoke with told us staff were attentive to people’s individual needs and treated them well. People received care and support from staff according to their individually assessed needs and wishes. Care plans were personalised and contained detailed information about people’s and support needs and wishes.

Staff had received training in equality and diversity. Policies and procedures were in place which covered equality, diversity, and discrimination.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff we spoke with told us they felt supported and valued by their colleagues and management. They said they felt happy and safe at work. Staff told us they could raise concerns and ask questions and were confident these would be addressed. A member of staff told us, “With [registered manager], they explain things thoroughly. They have been great. I can speak openly and [the registered manager] doesn’t hesitate to pick up the phone. They are very supportive.”

Management had an open-door policy. Staff were encouraged to speak up and raise concerns openly.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff we spoke with told us they felt supported and valued by their colleagues and management. They said they felt happy and safe at work. Staff told us they could raise concerns and ask questions and were confident these would be addressed. A member of staff told us, “With [registered manager], they explain things thoroughly. They have been great. I can speak openly and [the registered manager] doesn’t hesitate to pick up the phone. They are very supportive.”

Management had an open-door policy. Staff were encouraged to speak up and raise concerns openly.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff we spoke with told us they felt supported and valued by their colleagues and management. They said they felt happy and safe at work. Staff told us they could raise concerns and ask questions and were confident these would be addressed. A member of staff told us, “With [registered manager], they explain things thoroughly. They have been great. I can speak openly and [the registered manager] doesn’t hesitate to pick up the phone. They are very supportive.”

Management had an open-door policy. Staff were encouraged to speak up and raise concerns openly.