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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 with them. 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 told us that they felt in control of their daily lives. The registered manager had not always underpinned this support through regular auditing of care plans and care records. However, they maintained an overview of people’s care and support needs through spending time with people and staff providing care and support.

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.

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 supported by staff who were caring, knew them well and encouraged them to be independent without placing them at risk. A person told us, “We do things for ourselves, but they (staff) will step in if needed.” Another person said, “I get up when I feel like it. Go to bed earlyish by choice.” The registered manager complied with guidance relating to visiting during the recent covid-19 pandemic and the home at the time of our visit had no visiting restrictions. People told us, “We get visitors and they can come whenever they like.” A relative told us, “There are no restrictions on visiting.” Relatives knew how to complain about the service should they need to. Comments included, “I’ve never had occasion to raise a complaint or concern, but I’d be confident to speak to any member of staff and know they would sort it out”; “They ask for feedback. I filled in a questionnaire about 2 months ago” and “I’m confident in raising complaints or concerns (never had to complain) and I know they would sort it.”

Care plans and risk assessments were updated and amended regularly when people’s needs, wishes and likes changed. Registered persons had not been carrying out audits of these since August 2023 so had not identified that some of the changes and not been pulled through on to the care plans for staff to follow. We reported this to the management team and this was resolved. We observed pleasant interactions between staff and people with staff being polite and engaging. For example, staff asked people, “Are you ok? Is there anything you need? Where would you like to sit today?”

Staff confirmed that they treated people they supported with respect and dignity and that they encouraged them to achieve tasks for themselves providing it was safe. A staff member said, “I encourage [persons] independence and give [person] toast and jam and a cup of tea and [they] can do this themself. [They] can no longer use a knife and fork but can manage finger food.”

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.