Sirona Care & Health C.I.C.

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that people were always treated with kindness, empathy and compassion. We checked that people’s privacy and dignity was respected, that they understood their experience of how they were treated and supported mattered. We also looked for evidence that every effort was made to take people’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

At our last inspection we rated this key question good. At this inspection the rating has remained good.

People were treated with kindness and compassion. Staff protected people’s privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and were encouraged to maintain relationships with family and friends. Staff responded to people in a timely way.

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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We saw staff in a range of situations showing kindness and empathy with children and parents. Staff did not undertake any activities without consent and private space was used to undertake conversations which were potentially difficult.

We saw and heard school nursing staff speaking with school staff of all grades with professionalism but friendly attitudes.

At the baby hubs and child development reviews, we saw staff building trust with children and families. Staff had a positive and welcoming attitude towards people. We saw staff sit on the floor to engage with children. Staff spoke to families and carers with kindness, and in a non-judgemental way, encouraging parents to discuss any concerns in a supportive manner. Staff encouraged parents where they were doing well.

Staff spoke with people in a way that helped them to understand their choices and feelings, and which was appropriate for their age and level of understanding. The staff at the outreach vaccination session at a migrant health hotel were patient, using translation services to ensure parents and children understood what was happening, explain the service, and gained consent from parents to proceed. The nursing team had also signed up to NHS England's 'Make Every Contact Count' that uses the day-to-day interactions that organisations and people have with other people to support them in making positive changes to their physical and mental health and wellbeing.

At a community paediatrics visit we saw clinicians treat children and families with kindness and patience, despite pressures on clinic times. Families were not rushed, and given plenty of opportunities to ask questions. We also saw a face to face appointment rearranged to a same day telephone appointment when a parent could not attend with their child.

School nursing staff provided information for schools in the form of posters, group work and parents' meetings to promote healthier choices. Staff in the service promoted independence. They gave people information so they could choose how to progress. We saw parents and children demonstrated they understood the advice or information they were given.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.