Red Gables

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 good. At this assessment the rating has remained good. This meant people felt well-supported, cared for or treated with dignity and respect.

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. We observed staff to be kind and caring and always treated people with empathy and compassion. Staff treated colleagues from other organisations with kindness and respect. A professional told us ‘They are caring and compassionate, respectful and treat their residents well.”

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. Throughout our visit we saw people being treated as individuals. Staff told us, “Care is around [people’s] needs and how [people] want to be cared for” and “[People] get to live a life and do what they want to do.” Care plans viewed were comprehensive and the care people received was personalised to their needs. For example, the service had supported a person to move to a quieter bedroom to meet their sensory needs. This has had a positive impact on the person who was now engaging more with staff.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Support plans set out current needs, promoted strategies to enhance independence, and demonstrated evidence of planning and consideration of the longer-term aspirations of each person. One staff member told us, “We get people as involved as possible in daily tasks and personal care, doing things for themselves and making decisions.” People were supported to engage in activities in their community which promoted and supported their independence, health and wellbeing. Comments from relatives included, “[Relative’s] love is music, so they support [relative] by taking [relative] to events around the area, concerts, [relative] is really happy there” and “[Relative] discovered a passion for theatre, so they take [relative] regularly."

The service 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. During our visits staff were observed to be responding to people's immediate needs. Interactions between staff and people were caring and compassionate, enabling staff to anticipate and meet people’s needs quickly and in ways that reduced and mitigated people’s discomfort and distress. One relative told us, “Staff are great with [relative], they are fun, and helpful, they like doing things with [relative] and they keep [relative] safe. They learned quickly all about [relative] and they do know [relatives] limitations and signs when [relative] is overwhelmed.”

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Systems and processes were in place to support workforce wellbeing and enablement. This included an app called The Hive which contains information regarding staff wellbeing. This included a doctor line that was implemented following a staff survey where issues with staff accessing a GP was identified.