Newbus Middlesbrough

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

Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. This was the first inspection for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 said staff and the management team were kind, caring and treated people with compassion and dignity. One person said, “We have a good banter with them, we like to have a laugh and joke.” One relative said, “They are always interested in what’s going on in her life, birthdays, weddings etc. They come at teatime and check what she likes to eat. They often then sit and play dominoes with her and take an interest in the crafts she enjoys.”

The management team told us staff were committed to providing a kind and caring culture. They told us they had a good staff team who were often commended by others for the good quality care provided.

Feedback received from external professionals was positive about the kind and caring nature of the whole staff team. No one raised any concerns about the care being provided and how compassionate staff were.

People were treated as individuals. One person said, “Staff know what I like, and I feel they understand me as a person.” Staff took into account the dynamics of relationships and involved families in the care being provided. One relative said, “They respect my position as (partner) and always tell me if they have the slightest concern. They will often say “Come and look at this” if they have the tiniest of marks on their skin.”

Staff and management treated people in a person centred and individual way. This was evident in conversations and via care records viewed.

Processes were in place to ensure people received care exclusively tailored to their needs. Care records detailed information to support this.

People’s independence, choice and control was promoted. One person said, “They help me to stay independent and encourage me to do the things for myself that I can do but will always assist me when I need it.”

Staff knew how to promote independence and support people with the choices they made. One staff member said, “When supporting client’s, carers don’t make the decision, client’s do, this is to empower them.”

Processes were in place and checks were made by the management team to ensure people were supported to remain independent and receive choice and have control in their day to day lives. Care plans documented how staff should support people, and these were reviewed regularly.

People and their relatives told us staff listened to and understood people’s changing needs, views and wishes. One person said, “It is a great service, if I need extra help because I’m having a bad day I just have to ring, and they will give me extra help.”

There was evidence staff responded to any identified changing needs quickly. This included if issues with nutrition or hydration were identified through daily calls. Staff acted swiftly to secure the additional support people may have needed, including referrals to other healthcare professionals.

The service promoted the wellbeing of their staff and supported them to deliver person-centred care. One staff member said, “Yes, they (management) are very supportive, always answer the phone and will guide over the phone or come out to assist if needed.”

Processes were in place to ensure staff wellbeing was monitored. This included one to one support sessions and regular staff meeting. There was also a range of policies and procedures to support this, including staff handbooks and on call arrangements.