61 Kings Road Harrogate

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. People told us they were treated with kindness and that they liked the staff. Staff were observed to be attentive, patient, and took time to explain things clearly to people. Interactions were warm and not task focused. Staff spoke respectfully and with affection about people who lived at the home. Staff said, “I love the relaxed atmosphere. People all get on and are so chatty” and “It’s like a little family.” We saw staff knock before entering rooms and check consent before providing care or support. Relatives said, “I’m very happy, extremely. The house is lovely, and the staff are wonderful” and “They are all like a family there and it’s for the good of all of them.”

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. Staff and managers knew people really well. Staff were observed engaging positively with people during activities such as baking and encouraging participation in community-based activities. A staff member said, “It’s great, people get to do lots of different activities.”

People told us they liked living at the home and relatives spoke positively about the care and support people received. Activities were tailored to individual interests, and people were encouraged to participate in cooking, social outings, hobbies, interests and special occasions. People took part in a wide range of activities both within the home and in the wider community. Relatives said, “They understand [person’s] routines which [person] likes. And [person] does a lot of lovely things” and “[Person] is very happy because they (staff) are lovely people.”

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

There was a person-centred approach with strong emphasis on dignity, choice, and independence. People were supported to maintain independence and make choices about their day-to-day lives. A relative said, “[Person] can do certain things for [themselves] but has prompting and a little bit of help with this and that. They give [person] a hand and then leave [person] to it.

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. Staff responded promptly to needs and adapted support as required; people were listened to and involved in decisions.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff felt valued and supported by managers and the provider. A staff member said, “Managers listen to us.” Managers respected staff and made adjustments for their well-being if required. Another staff member said of the provider, “I feel a loyalty to them. They have been so good to me.”