Henley 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 has remained 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.

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 were treated with kindness, compassion and dignity. We observed all staff members treating people in a positive and friendly way. One relative told us, “The carers are really good.” While another person told us, “They are all nice. The staff and the manager.”

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 were treated with respect. We found care plans were specific to the person’s wishes, preferences and choices. We observed staff treating people as individuals where staff knew people well.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were given choice and control over their lives. We found people felt happy living at the service and enjoyed living there. One person told us, “I spend a lot of time in my room, but it is my choice as I don’t always want to speak with others.” Staff told us they knew people really well and provided high quality care. One member of staff told us, “The people living here are brilliant. We always have a laugh and joke with people and treat people as individuals.”

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. People benefitted from a culture where staff promptly responded to their needs. People told us call bells were answered promptly and people did not need to wait for assistance. Staff worked with people on an individual basis to meet their communication needs and preferences.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff felt happy to work at the service. All of the staff we spoke with were positive about the care provided, how leaders supported the staff team and staff felt valued. One member of staff told us, “I would feel able to raise a concern. The manager is really approachable and treats staff fairly. They try their best to help you.”