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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

People were supported by a staffing team that knew them well and who treated them with kindness, respect and dignity. Staff understood the importance of gaining consent from people and used their skills and knowledge of people to help them communicate. People’s independence was promoted safely with staff encouraging people to achieve tasks themselves but remaining close to step in and support if needed. People were given choices each day and were in control of their daily lives.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.

People were treated with respect and with kindness. They were supported to make choices and be as independent as they could be. A person told us, ““They are my friends. They smile and make me smile”. Relatives told us, “The staff are lovely”; “The staff are very friendly and on the ball, I like that I can see what [person] has been up to” and “The staff go out of their way to make me feel welcome and at home, I like that I can see what he has been up to using the residents gateway."

Staff were able to describe what things people could do for themselves and when they needed support. For example, they were able to describe each person’s level of independence, such as being able to brush their own teeth and wash themselves with a flannel. Staff described clearly the support people required with making choices, mobilising, maintaining their health and eating and drinking.

We observed staff chatting and being respectful to people and to their colleagues. The doors were closed when people were being given personal care and staff were knocking before entering. Staff identified when people needed help. For example, a person walked into a communal room with their slippers on the wrong foot. A staff member noticed immediately and were quick to rectify the issue. We observed an incident between 2 people, the staff were quick to intervene and offered both people calming woods and reassurance which calmed the situation down and any further incidents were avoided. We observed staff members at mealtimes standing up whist supporting people to eat. We reported this to the manager who acted on this immediately to ensure it does not happen again.

Care plans contained detailed assessments and information about what people could do for themselves and when they needed support. The care plans and risk assessments were updated and amended regularly when people’s needs, wishes and likes changed.

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.