Rapid Review & Resettlement

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

People were treated with dignity and respect by staff who were described as kind, caring and compassionate. Relatives described seeing a positive change in their loved one’s presentation since moving into the home. Clear guidance was in place to ensure staff knew how people wanted to be supported and how best to communicate with them. People were supported to regularly access the community, to complete social and educational activities of their choosing. The provider ensured the environment, fixtures and fittings were adapted to meet people’s needs and minimise any restrictions.

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.

Relatives described staff as being kind, caring and friendly. A relative told us, “They [staff] go above and beyond. I have never come across staff so compassionate and empathetic. Some places [relatives'] been, would be good for the first week or so, but here it is still the same level of support now as when he started. He is so relaxed, so calm and has lots to talk about. He has a life!” Another relative stated, “I know what good care looks like. The team here are outstanding, I am really grateful to them.”

Staff were mindful about ensuring people were treated with dignity and respect. As well as seeking consent to provide any personal care, this also extended to supporting people to develop skills they could use in their wider life. For example, supporting people with learning how to use a knife and fork, which would help them when visiting restaurants as part of their planned activity schedule.

The local authority quality assurance team told us they had been frequently visiting the provider regarding their previous CQC inspection report and subsequent improvement action plan, which the provider had produced following our last inspection. The local authority told us the provider had been making progress on the actions to ensure compliance with requirements. The local authority safeguarding team did not have any intelligence to share with us.

People had positive behaviour support (PBS) plans, which contained a range of personalised information. This included information about them as individual people and how they wanted to be supported, to ensure their dignity was maintained and they felt listened to and respected by staff.

People were treated as individuals, with both care and their environment designed to better meet their needs.

We asked staff how they supported people to complete social, educational or work based activities of their choice. One staff member stated, “Socially we take them [people] out into the community doing varied activities of their choice which provides exercise as well as enjoyment and stimulation. Educationally, we have the learning hub where the supported people can choose classroom based activities and work and we also have things like a potting shed and educational materials on site.”

A number of adaptations had been made to the service, to ensure people remained safe but restrictions were kept to a minimum. This had included a lot of structural repairs and installation of bespoke fixtures and fittings.

A one page profile had been created for each person. This contained essential information about them, along with key do’s and don'ts to ensure all staff, especially newer staff, had the information they needed to meet people’s individual needs.

Relatives spoke positively about the support provided to access the community. One relative told us, “[Relative] has been to the beach, to Blackpool, they are just having the best time. This is just what they needed.” Another relative stated, “Ask me something [relative] has not done. They have been swimming, cycling, the beach, the fairground, for meals out with staff.”

The provider shared a number of examples where equipment or furniture had either been specially adapted or constructed. One person found perceived imperfections with objects and certain décor to be anxiety provoking. This caused the person to pick at, and damage objects, including the seats in the vehicle they used. To help with this, the provider had purchased and installed carbon fibre seats, which were perfectly smooth and free from any imperfections. This had made car journeys more relaxing for the person.

People had unrestricted access to friends and family, who could visit at any time. However, as people tended to be out most days, relatives were advised to arrange visits in advance.

People were supported to maintain as much independence as possible and were also offered choices about all aspects of their care and support, from what they wanted to wear and eat, through to how they spent their time.

Communication guidance was implemented quickly, to ensure staff were able to communicate effectively and understand people’s needs. Each person had a communication passport, which included information about the person, their likes and dislikes, what was important to them, communication guidelines and how best to understand them.

Prior to admission, as much preparation was done as possible to ensure the environment was suitable to meet people’s needs. Ongoing adaptation and maintenance was completed, to repair any damage and maintain a therapeutic environment.

The provider responded to people’s needs promptly and effectively.

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.