PBT Safer Care

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

People’s choices and preferences were recorded in their care plans and staff knew people well. Staff supported people with kindness, dignity and respect. People were encouraged by staff to remain as independent as possible and were given appropriate support to do so. Staff felt supported and were able to make suggestions and come up with ideas for improvements.

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.

People and relatives told us staff were very caring. Comments included; “Staff are caring, they are considerate of privacy and dignity. We have been really impressed”, “Staff are always respectful and polite. [Person] is becoming more comfortable with them” and “[Staff member] has become like a friend.”

Staff treat people with kindness and compassion and dignity. One staff member told us, “I ensure that people stay covered up during personal care and that curtains are kept closed and other people are not in the room.” Another staff member told us, “I just take my time and make sure I help her in private, I am gentle and explain what is happening.”

Feedback received from a healthcare partner was positive. They told us, “The staff offer a gentle approach to care which the clients responds well to. The care provision is offering client the autonomy and choice in this time in their life. At this stage I do not have any concerns about the care which is offered to this client.”

People were treated as individuals. One person told us, “It’s amazing, individualised care, nothing is too much trouble.” A relative said, “The service is very flexible. When I needed to change a call time to attend an appointment the management team accommodated this without question."

Staff had a good understanding of people’s individual needs and how to meet these needs. Staff recognised importance of people’s different communication needs and how to meet these needs effectively. One staff member told us, “[Person] has dementia and I ensure I ask her before I do something, and try to help her understand. I try to calm her down.” The director/nominated individual told us, “We match staff with people who speak the same language and are from the same culture if possible.”

People’s cultural, social and religious needs were met and staff had a good understanding of how to meet these needs. Care plans were person-centred. Staff recognised the importance of people’s different communication needs and took active steps to meet these needs.

People and relatives said staff listened to them and supported them to make choices and remain independent.

Staff encouraged and supported people to maintain their independence. Staff supported people to express their wishes and choices in regard to their care and support. One staff member told us, “It is important to encourage people to do as much as they can for themselves to maintain their independence.” Another staff member said, “[Person] cannot do everything they used to and they can be forgetful, I help them do what they can, like washing their hands.” The director/nominated individual told us:” We will support people’s choices even if they can’t always express this easily, for example if they had dementia.”

People were supported to exercise their choice, independence and control. People’s care plans were person-centred and feedback was captured and actioned by the staff and wider management team.

People and relatives were positive about staff’s response to people’s needs. One relative said, “[Person] has ups and downs but the staff are good with them and know what they need.”

Staff listened to and sought people’s feedback. Staff felt strongly about ensuring that care provision met people’s needs. One staff member told us, “We ask people what they want and record this in their care plan.” Another staff member told us, “I ask people to make their own decisions where possible so they stay in control of their care."

Staff told us that they were well supported in their roles and management team listened to their feedback. However, not all of the staff had heard about the extra support available to them through the provider. One staff member told us, “There are lots of positive incentives for staff" Another staff member told us, “I have heard about the health promotion plan, there are lots of services available to staff.” The director/nominated individual told us that staff received incentives, they can access counselling session for both themselves and their family members and a ‘star of the month’ award had been introduced to celebrate proactive staff practice.

The provider had effective processes and procedures in place to support staff well-being. Staff were provided with opportunities to give feedback through regular staff meetings and supervisions. Staff were provided with training and further development opportunities.