Redlands House

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 provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating remains good. This meant people were supported and treated with dignity and respect; and involved as partners in 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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and staff told us this and our observations confirmed it. For example, one relative said, “I have to say staff are very polite to me and they treat my [family member] with respect.” During our assessment site visit we saw many examples of staff demonstrating warm, respectful and appropriately affectionate interactions with the people who used the service. The professionals who also provided us with feedback confirmed staff interactions with them were consistently polite and professional.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People’s relatives told us their family members were treated as individuals and the care plans we viewed reflected this.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. From our observations we saw that staff supported people to make choices thus encouraging them to be in control of the care they received. We saw staff encourage people’s independence and the home was designed to support this.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. The relatives we spoke with told us staff knew their family member’s needs well and provided appropriate care including at times of distress or agitation; our observations confirmed this. One relative said, “The staff are there instantly if [family member] calls out and they regularly check them. I know if [family member] calls, someone will be there and sort it, what more can you ask? So I sleep well.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centered care. Staff told us they felt valued and cared for and that they were given support to ensure a consistently kind, caring and person-centered service was delivered. One staff member said, “I feel valued and you always receive a ‘thank you’ and it makes a whole lot of difference.”