Canal Vue

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 told us and we saw that they were treated with kindness, empathy and compassion. Their privacy and dignity were respected. Every effort was made to take their wishes into account and respect their choices, to achieve the best possible outcomes for them. This includes supporting people to live as independently as possible.

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 were treated with kindness, compassion and dignity in their day-to-day care and support. Staff listened to them and communicated with them in a way they could understand. Feedback highlighted that staff knew and understood the people they were caring for, their preferences, wishes, backgrounds and potential. Staff responded to people’s needs quickly and efficiently and ensured that their privacy and dignity were respected. People’s and relatives’ comments included, “The staff are amazing, they all do it from the heart, they are like family;”. “I have no concerns about staff, they know me well and they know and respect that I like my own company.”

Leaders ensured staff received training about respecting people’s privacy and dignity. They monitored that staff implemented the training by completing observations of care and regular check ins with people and staff. Staff talked about people with compassion and told us about how they treat people with empathy and protect their privacy and dignity.

We received positive feedback from partner agencies about staff interactions with people. One professional described staff as "patient, knowledgeable and excellent".

During our site visit staff treated people with kindness, empathy and compassion and respected their privacy and dignity. We saw staff knocking on people's bedroom doors before entering their bedrooms and keeping their confidential information in line with the confidentiality policy.

People felt staff treated them as individuals. Comments included, “They know [relative] well now and understand [relative's] needs.”

Staff and leaders were knowledgeable about people as individuals. They knew their likes, dislikes, histories and how they liked to communicate.

During our site visit we observed staff talked to people about things that mattered to them and knew their backgrounds. Activities such as sing a long took place, and people happily engaged in them. Staff communicated with people in a way they liked and in line with people's care plans.

People’s care plans included information about their strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People’s individual needs were clearly identified and described.

People and their relatives felt supported to have choice and control over their own care and to make decisions about their care, treatment, and well being. Comments included, “My [relative’s] mobility is immeasurably better since [relative] came in, [relative] is far more independent now.” “They assist my [relative] to walk to help keep [relative] independence which I’m pleased about.” “Sometimes I don’t go to bed till 4 am and they don’t mind that”. People were supported to maintain relationships and networks that were important to them. One person said, “They let me speak to my relatives on the phone when they can’t visit.” People had access to activities and the local community to promote and support their independence, health, and well being.

Staff and leaders supported people to be as independent as possible, including involving people in their care, where possible.

On the day of our visit staff were promoting people's independence, for example encouraging them to walk to maintain mobility. Staff offered people choices, for example during mealtimes. Staff were welcoming to people's visitors and helped them with maintaining relationships with their loved ones.

There was culture of encouraging people’s independence, so they knew their rights and had choice and control over their own care, treatment and well being which was apparent during our site visit and confirmed by people’s and relative’s feedback. There was appropriate equipment to support and maximise people’s independence and outcomes from care and treatment, for example walking, hearing and visual aids. There was a range of activities in place to support independence, choice, and control.

Staff and leaders had good knowledge of people’s needs and preferences. They supported people in times of discomfort or distress, for example when people were upset or in pain.

People and relatives made positive comments about how staff supported them to minimise any discomfort, concerns, or distress. This included when they were in physical pain or emotional distress.

We saw staff supporting people who had communication difficulties when they required pain relief. Staff knew what signs and symptoms of pain they should look out for. For example, we saw a person who experienced emotional discomfort and staff comforted the person in a way they responded to well.

Leaders told us of incentives the provider had in place for staff, including an upcoming learning and development for staff to progress in their career. Staff spoke highly about the management and felt supported at work. Staff felt able to raise feedback with the management. They felt valued by leaders and colleagues. Staff comments included, “Managers are really approachable.” “We have lovely family like environment, staff support each other.” “Managers are very supportive.” “Managers are fantastic - always there to listen.”

Staff had appropriate resources and facilities for safe working, including regular breaks and staff room. Staff received support through supervisions and appraisals and had development opportunities. One carer told us how leaders supported them to progress to a senior carer position and other carers told us about support they received with gaining additional qualifications.