66 Hookstone Chase 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 consistently said staff were kind, respectful and attentive. Observations showed staff were patient, warm and knew people very well. Staff interactions were calm and reassuring, and people were supported in ways that promoted their independence and choice. A staff member said about people who lived at the home, “They are lovely, if you see them happy it’s so satisfying.”

People said they liked living at the home, and relatives were positive about the care and support provided. One person said, “I like it here. The staff are good to me.” Relatives said, "I am very pleased (with the care). [Staff] are nice helpers, they work really hard” and “We are very grateful. [Staff] are kind and always respectful.”

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 reflected people’s strengths, abilities and aspirations. Staff understood what mattered to each person and tailored support accordingly. A staff member said, “When I see them happy in a coffee shop or out and about, it’s the best part of the job.” Relatives told us staff knew people really well and supported them to access a range of activities. They said, “[Persons] key worker knows [them] really well” and “[Staff] have been fantastic.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and well-being. Staff encouraged independence and people had choice and control over activities and daily routines. Assistive technology was used to support communication and independence where needed.

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 when people needed support. We observed staff encouraging people to take part in planned activities and responding to requests for staff to help with tasks such as support with meals.

The provider cared about and promoted the well-being of their staff and supported and enabled staff to always deliver person-centred care. Managers promoted staff well-being through regular supervision, recognition initiatives and well-being resources, which supported a caring culture. Staff felt valued by managers, who made adjustments to support staff well-being where needed. A staff member said, “Managers ask everyday if we are ok, if we need any support. They are very supportive.”