Northway House

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 since the service was registered to the provider Pebblestones Limited. This key question has been rated good. This meant people were supported and 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. Staff treated colleagues from other organisations with kindness and respect. People were treated with kindness and compassion and staff protected people’s privacy and dignity. One person told us, “Staff are all kind.” Throughout our visits we saw kind and caring interactions between people and staff. Staff were gentle and kind when they helped people with mobility or other tasks.

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 personal preferences and needs were considered. For example, people could choose when they got up and when they went to bed. One person said, “You can more or less do what you like.” We saw people got up at differing times in the morning depending on their preferences. Staff had a good knowledge of people’s individual needs and preferences.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Activity staff supported people to take part in social activities such as attending a regular church service to continue to practice their faith if they chose to. Staff supported people to follow their personal routines and lifestyle choices. The manager told us they were looking at creating life story books with people. This would ensure staff had detailed information about people’s preferences and things that were important to them.

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. Staff responded to people’s immediate needs to maintain their comfort and dignity. People knew staff would respond when their needs changed, or they needed more support. One relative told us, “[Person’s name] care is changing. They [staff] change with them.”

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. The service supported staff wellbeing to make sure they could give their best to people when at work. One member of staff said, “I love it here.” Another member of staff told us, “I feel really well supported.”