203 Hoylake Road

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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

We assessed a total of 2 quality statements from this key question People felt they were treated with kindness and compassion. Staff were monitored to ensure they treated people 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.

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 were supported to maintain their independence. One family member told us, “Mum is very independent and able to express what she wants and doesn’t want. Carers take this into account and help her as much as possible.” Another family member said, “Yes, they know [Name’s] care plan and what she likes and doesn’t like. Carers have got to know [Name] which is good as she can become confused with different faces.” Not everyone felt care plans were reviewed in a timely manner. One family member told us, “Mum's care plan has not been updated to reflect her increased plan of care.”

Staff provided examples of how they supported people to have choice and control over their care. Feedback also reflected the importance of family/friends contact and how people are supported to meet individual needs.

Care plans reflected people’s choice with regards to care. They also reflected those aspects of care where it was important to people to maintain their independence. For example, when taking a shower or eating their meals. People’s choices were reflected in care plans. Staff were focused on ensuring that people were independent as possible, and people were encouraged by staff to maintain this.

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.

Staff described how well-being is protected and promoted by the Leaders of the service. They also advised the staff culture within the service is good. Examples included support for new staff to the service that was in addition to the induction to help people settle into the role.

People were supported by staff who knew them well. Policies were in place to protect people (including staff) from the risk of discrimination. These ensure safe recruitment processes were in place and equality and diversity needs were known and understood.