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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 and relatives told or indicated to us that staff were kind and caring. Staff supported people to make choices and be as independent as they chose to be in their day to day lives.

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 were happy and relaxed being supported by the staff team. People smiled when staff spoke with them and were at ease whilst being supported. One person said, ‘‘The staff team are really good, alright.’’ A relative told us, ‘‘[Staff] have made the place feel just like a home. I know how relaxed [family member] is because they only [do activity] when they are happy, and they have done this since they moved into the service. Staff are very kind and caring.’’ Relatives also explained how staff supported their family members to make choices and be independent if this was their choice. One relative said, ‘‘[Family member] is not stopped from doing what they want to do by the staff team. Staff respect them in their own house, and they can do their own thing.’’

Staff explained how they supported people to make choices. They told us how they showed people physical objects or used picture cards to support people’s decision making. They also knew people well and were able to tell us in detail how they supported people to be independent. This included taking a step back and enabling people to do what they could themselves before stepping in to support them.

During our visits to the service staff spoke with people in a positive, friendly and calm manner. People were visibly happy and relaxed as they were supported. People were supported to make choices throughout the day and staff showed them physical options of food and drink for example. Staff supported people to be independent and people were happy to be doing things for themselves. They understood the importance promoting independence and did this continually throughout the day. For example, one person showed us how happy they were to be taking the bins out at the end of the day. Another person was happy to be tidying up after their meal.

Processes were in place to help make sure people were being supported to make choices and be independent. People’s preferences on how they made choices or were supported to be independent were clearly recorded in their care plans. Staff recorded people’s support on a daily basis, and this made it clear how they had been supported to make choices and be independent.

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.