Selby Office

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. This is the first inspection for this service. This key question has been rated 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 told us they were supported by caring staff. Comments included, “We cannot fault the care staff. They are kind and considerate and the care is all around good. Staff know us well and we can have a laugh with them” and “They (staff) are kind and caring.” A staff member said, “We treat them (people) with dignity and respect.”

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. People’s individual needs were assessed, understood and met by the service. People's support needs were tailored to ensure their personal preferences and wishes were met. Information about people's life history, what was important to them, and their hobbies and interests were recorded. A person told us, “I know who is coming. There was once a call that was half an hour late but there was a good reason for that. The office informed me, and I knew who was coming.” A relative said, “[The service] offered the best package and they involved us in the care planning. They go out of their way to look after my wife. They couldn’t improve on the care provided. I couldn’t fault them.”

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were informed about their rights and had choice and control over their support. The registered manager regularly checked with people that care was being delivered as people wished. Staff always encouraged people to be as independent as possible. A staff member said, “The people I support have capacity and chose what they want.”

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. People's needs and wishes were recorded and used to ensure their care was person centred. Detailed daily notes recorded how staff had supported people and their needs at the time care was delivered. A staff member explained, “We have enough time and have time for a natter. If there is not enough time, we can tell the office and this can be reviewed.” Another staff member told us, “We always have enough time and accommodate everyone. We stay until everything is ok and will stay at calls longer if needed. We can tell management if we need more time and management will accommodate this.”

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff were provided with care and support to meet their well-being needs. The registered manager said they regularly spoke with staff to understand their individual circumstances and support needs. The deputy manager told us, “We always tell staff you are not working for us, you are working with us.” Staff comments included, “It’s good. I have gained a lot of experience, met a lot of people and I learn every day. Nothing to be improved”, “Everyone is happy. We get enough time and we are supported well” and “It’s a small team and is like a family that you belong to and everyone supports you. The [registered] manager is very good, and she works well with us. You are free to talk to her or to call her any time. She checks if we are alright.”