Hebburn Manor

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 service 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.

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.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. People and relative’s comments included, “They [Name] get fabulous care, all good”, “Staff talk to me, and [Name], they don’t talk over [Name]”, “Staff are hugely impressive” and “Staff are always on the ball, if I need them, they come, they are always in and out with drinks, for every aspect of care.” Staff treated colleagues from other organisations with kindness and respect. A professional commented, “Overall, the kindness and working relationship I have developed with the staff has been amazing over the last 2 years. It is honestly a pleasure to attend each week.”

Staff at the service 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 had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs. A person told us, “Staff know what I like, they know me inside out.” Activities and entertainment were available. People’s comments included, “We go in the garden in the fine weather”, “They have a singer every couple of weeks. I had a party for my 80th birthday” and “The local grammar school, older girls occasionally come in a little group. We chat, they are very aware, the youngsters.”

Staff at the service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and well-being. People’s comments included, “I make choices, staff involve me”, “I get the choice to lie in, or to get up into the chair. Staff do not force you to do anything” and “I’m always informed about choices.” People's independence was promoted, and they chose how they spent their time. A person told us, “I feel stronger, the help from the staff has been good. It has allowed me to get on my feet literally.”

Staff listened to and understood people’s needs, views and wishes. A person commented, “On a bad day I get annoyed, I can’t get my words out, they (staff) understand me.” Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff worked calmly, they responded to people promptly, including if they became distressed. A relative told us, “[Name] is much more settled, I think it’s the staff, they talk to [Name], they answer as much as they can” and “Staff use distraction techniques when someone is distressed.”

The service cared about and promoted the well-being of their staff and supported and promoted staff to always deliver person-centred care. Staff told us they felt valued and supported by the management team. They all commented they were encouraged to voice their opinions, ideas and suggestions. Their comments included, “It is a fair place to work, I am quite happy here”, “We share ideas at staff meetings” and “Team working is much better.”