Salthouse Road

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

We observed some missed opportunities for staff to promote people’s independence. Records required further development to demonstrate how people were supported to engage in activities of their choosing and to demonstrate how people were supported to meet their goals and aspirations. People appeared comfortable with staff who were noted to treat people with kindness. People’s relatives and representatives were confident in how staff supported people.

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.

Staff were observed to care for people in a kind, caring and compassionate way. People’s dignity was promoted. People told us they were happy and they appeared to be comfortable with staff in their homes.

People’s relatives and representatives told us they were confident that people were supported by staff who cared about them in a way that upheld their dignity. For example, one relative told us, “The staff treat [person’s name] with dignity and respect. I am really confident or they wouldn’t be there if I didn’t believe that” and, “Dignity and respect are 100%.”

We received positive feedback from a professional who worked with the service.

Staff knew people well and were able to demonstrate that they understood people’s preferences, wishes, personal histories and backgrounds.

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.

Records required further development to demonstrate how people were supported to reach their own goals and outcomes and engage in activities of their choosing. Processes were in place to seek people’s feedback. People’s relatives and representatives were asked to complete feedback forms and the provider held meetings for them to attend and discuss a variety of topics. Minutes of these meetings were shared when requested.

We observed some missed opportunities to promote people’s independence and to actively engage them in an activity or task of daily living. For example, staff did not always ask people to be involved in making their own drinks. We observed staff encouraged people to make some choices. People had equipment in place to support their safety and promote independence. When there were changes to people’s needs, referrals were made to the relevant professionals for their support and advice.

Staff and leaders told us they supported people with their care planning and support. Staff knew the people important to those they supported and included them in decisions as required. A staff member told us, “I always ensure I inform the person and give them information about their right to be involved and make choices about their care."

People’s relatives and representatives told us they regularly visited the service. Visits were sometimes unannounced, and they were welcomed. Relatives were confident staff knew people well. For example, a relative told us, “I know the staff know what [Name] likes and doesn’t like.” Relatives fed back that staff encouraged people to be independent where possible, doing elements of personal care or maintaining their home. For example, “[Person’s name] does plenty that’s within their level of ability.”

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.