Lambeth Office

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. This is the first inspection of this service. This key question has been rated 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.

People’s personal histories, wishes and preferences were documented in their care plans, and people told us their cultural backgrounds were respected by staff. People and their relatives told us staff treated them with dignity and respect. We received the following comments from people and their relatives, “Staff are kind and caring and treat us with respect” and “Staff respect our cultural and religious needs and we are religious.”

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.

Care plans documented people’s diversity and religious needs. People’s preference in relation to gender of staff was also documented. We received the following comments from people, “[Staff] do treat us as individuals support independence and meet our individual religious needs” and “[Staff] speak my [family member’s] language. Staff will read information to [family member].”

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 understood that they had rights, choice and control over their care and support needs. They told us this was discussed with staff and the registered manager as needed. One person said, “I make my own decisions, I choose my meals and staff prepare these for me.”

A staff member told us, “I follow individual care plans and request each person’s choices and routines.”

The registered manger told us people could request changes to their care plans and risk assessments. Requests would be discussed with people and their relatives as required and changes implemented as soon as possible to ensure people had choice and control on the care they received.

The provider listened to and understood people’s needs, views and wishes.Staff responded to people’s needs in the moment such as if they were not well and acted to minimise any discomfort, concern or distress. People and their relatives told us they were listened to by the registered manger and staff about any concerns they raised. One person said, “I am able to call the [registered manager] if I need to.”

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 the registered manager and by colleagues. Staff told us they had regular supervisions where issues such as workload, care quality and training requirements were discussed. One staff member said, “My manager is supportive and available when needed.” Staff told us the registered manager was “approachable and supportive.”