Hallam24 Bassetlaw

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. Staff treated colleagues from other organisations with kindness and respect. People told us staff always protected their privacy and dignity. One person said, “Staff always make sure doors are shut and the curtains are closed, so I feel comfortable while receiving my care.” Care plans explored people’s own personal experiences and their past and how this impacted on their daily routines. For example, communication care plans gave staff guidance of how to speak directly with someone to motivate them. This ensured people were consistently treated with kindness and dignity.

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. For example, one person had reflected in their care plan how they reduced their social isolation since receiving support from staff.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People we spoke with confirmed staff supported and offered them choice. One relative said, “Staff are good at helping [name] make choices, they ask simple questions and show them options.” Care plans detailed how people wished to be supported, however where people did not have capacity to make decisions, care plans contained details of relatives involved in their care and methods to help staff support people to make simple decisions such as clothing choices. This promoted people independence.

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. While people we spoke with could not comment on this specifically, people and their relatives were confident staff supported them appropriately and this would extend to an emergency or crisis situation.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. As part of the providers recruitment process, they offered an extensive support and development programme to help staff members understand the local culture and provided practical lessons for staff to support with this. For example, where staff had been sponsored to work from overseas, the provider had undertaken practical training. Sessions were provided on the use of domestic equipment such as washing machines and microwaves. Staff attended cooking classes to learn cultural differences in food and were provided with a range of recipes and methods of cooking to improve the level of care they were able to provide to people.