Pharos Supported Services

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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

Staff were kind and caring and we saw some good interactions between people and staff. However, the systems in place did not always ensure people achieved their best outcomes.

This service scored 70 (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 told us they made decisions and choices about their care and told us how staff supported them to do things they enjoyed and things that were important to them. One person told us, “I enjoy football, swimming and playing pool.” They told us they got to do all these things with the support of staff. Another person told us, “I love listening to the radio and going out to different places." People told us they were supported to keep in touch with family and friends. One person told us, “I keep in touch with my dad.” Most relatives stated their loved ones were cared for by staff who were kind, knew what they were doing and listened to their loved ones. Relatives generally stated staff encouraged people to have as much independence as possible.

Staff had a caring approach and described how they promoted people’s choices. Staff gave us examples of asking people what they would like to wear and what they would like to eat. Care records contained information about people’s preferences, likes and dislikes.

We saw some good interactions between people and staff. Staff had a caring approach and people were offered choices in relation to their care.

The provider’s processes did not always fully support people’s independence, rights, choices and control over their care and support. The provider had not ensured that learning from incidents was robust and consistent across all supported living properties. When things needed to change or improve for people, this was not always acted on in a timely manner. Daily records about people’s care were not consistently maintained.

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.