Ann Challis

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 inspection we rated this key question good. At this inspection 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 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. People and their relatives were complimentary about the care staff. One person said, “We are treated very, very well, it is lovely.” Staff were attentive towards people’s needs and took their time to assist people. Staff knew people’s needs and how to support and encourage them. Feedback from visiting medical professionals was positive about how the staff interacted with and supported people.

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. For example, people could choose when they got up and what they wanted to eat. People’s cultural needs were recognised and responded to. For example, some people attended a local church with friends and family, and another person was visited by members of their church.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. A relative said, “Yes, the staff encourage [Name] to do what they can and help them with what they can’t.” Activities were arranged throughout the week and people encouraged to participate where they wished to do so. The home also had a pet dog, which people enjoyed having in the home. One person told us, “I go out in the garden with the dog.”

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff were always present in the communal areas of the home to respond to people’s needs. People communicated easily with staff and staff regularly checked if people needed any support. Staff had the equipment they needed to support people’s care. People were asked for their feedback in 1:1 discussions with staff. This was seen to be positive.

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff said they liked working at the service and felt their wellbeing was supported.