Evolve Supporting Prospects

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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 said staff treated them with kindness and compassion. People had choice and control in relation to their support. Staff were said to enable people to maintain their independence where possible and sought their consent before carrying out tasks. People told us, “I feel respected at all times, I have never felt uncomfortable with anything they have done for me” and “The way they treat me makes me feel in total control of my care. They respect my wishes and do what I ask them to do. Everything is discussed with me; they don’t speak to my family.”

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 spoke positively about the kindness and compassion shown by staff. People felt staff were respectful towards them and things that were important to them. One person told us, “‘I am a pagan, so my front room is full of Gothic things. The carers are all interested in the things I have. They respect my thoughts.” Another person said, “They treat me with respect, they know I am nervous about new people and new situations, so they make a point of telling me if someone new will visit so I am readily prepared.” Staff were said to provide care and support in a dignified manner and maintained people’s privacy and dignity. People and their relatives told us, “Absolutely. [Person] is well dressed, washed well. The carer shuts the bathroom door for privacy”, “Yes definitely, they understand dementia and difficulties [Person] can experience” and “I feel respected at all times, I have never felt uncomfortable about anything staff have done for me.”

Staff gave examples of how they afford people privacy and dignity when offering care and support. Staff spoke about developing relationships with new people and working in a way which met their needs. Staff told us, “I always try to adapt my work in such a way that the service user feels supported but not overtaken always giving choices and privacy”, “I would make sure curtains and doors are closed. Privacy is important” and “With a new client initially, I try and be sensitive to their needs; build a rapport to build up trust.” Dignity in Care and Values training were provided for staff as part of their induction programme. We were told staff practice was monitored through occasional spot checks. However, evidence of these have not been provided.

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 encouraged and supported to maintain their independence, where possible. People and their relatives gave examples of how staff promoted and enabled people to do things for themselves. Comments received included, “They are great. They know he has dementia, so they know how to talk to him and how to encourage him”, “They let me make choices. I can pick my own clothes out” and “I try to do as much as I can by myself. They let me.” We were aware additional support had been agreed for someone to help facilitate community activities and reduce isolation. People and their relatives told us they were confident staff knew how they wished to be cared for. However, we were told staff did not always seek permission prior to offering support. We were told, “They ask permission all the time. [Person] is happy with her carers”, “They don’t ask permission as such, but they tell me what they are doing. That’s fine as they know me well now.” and “They are polite. They don’t have to ask permission as we know each other well and I know what they have to do.”

Staff spoken with gave examples of how they promoted people’s independence. Staff said, “I always encourage people to do as much as they can for themselves giving them plenty of time to carry out tasks and giving my full support when needed. I always ensure this is done safely and reporting any concerns to my manager.” Some staff were able to demonstrate their understanding of the mental capacity act enabling people to make decisions for themselves. Staff said, “In my roll it is about understanding if someone has capacity they have the right to choose and make choices for themselves” and “In practice it is respecting the wishes of the person, promoting their independence and being respectful.”

Systems were in place to enable people to remain as independent as possible. Appropriate referrals were made where people’s needs had changed and further support was required, such as specialist equipment. Staff induction incorporated some discussions on person centred care, consent and capacity and dignity in care. However, on review of people’s records we found little evidence to show there had been any meaningful engagement with people and those important to them.

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.