42 Twyford Gardens

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 requires improvement. At this assessment the rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

The provider was previously in breach of the legal regulation in relation to Dignity and respect. Improvements were found at this assessment, and the provider was no longer in breach of this regulation.

This service scored 65 (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 they liked the staff, who were kind and caring. One person said, “Staff are good, [names of 2 staff] work really hard.” Staff spoke of people with genuine regard and were friendly and respectful in their conversations with people.

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People were not always supported to have their needs met, for example one person’s assessment and subsequent support and care was not effective in managing their anxiety, as their background and condition was not fully understood, resulting in staff not being able to meet their needs and impacted on the persons wellbeing. Some people told us they were well informed and made their own choices around care and support which were respected. For example, making sure appropriate and robust communication was explored, developed and documented in care plans so staff knew how people wanted to be addressed and communicated with.

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

People had their independence encouraged by staff who were aware of people’s goals and aspirations, people had the opportunity to take part in daily life activities including meal preparation which was observed during our assessment. Staff supported people to choose their snacks and meals on a weekly basis using visual aids and people where then involved in placing the order. If people changed their minds about what they wanted staff supported their change of choice. People attended regular key working meetings where they talked about what was important to them and any aspirations and goals, they wanted to work towards with outcomes recorded to track and celebrate progress. People were using technology to keep in contact with their relatives, and staff looked for ways to support people to see their friends and maintain important relationships, which included finding accessible taxies and working with other services.

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress.

One person’s needs were not being met and this impacted directly on their wellbeing and on the other people living at the service. People's views and wishes were recorded in their care planning documents, and these were respected. People said, “I get offered choice about what I want to do and my support including what I want to eat.” Following concerns being highlighted during our assessment process the provider acted promptly to support people, by consulting with them to gain their views which contributed to reassessing a person's care needs.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The manager supervised the team regularly and promoted an employee assistance program and accessible to staff should they need it. Staff spoke positively about the support they received from the registered manager as well as senior management. Staff received comprehensive inductions with a shadowing period giving them time to grow their confidence and enable them to fulfil their roles. The provider had an electronic application offered to staff where they could access support, which included advice around health as well as a place staff can track their wage which contains budgeting and saving advice.