18 Argyle Road

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 supported by staff who were patient, caring and attentive. People were treated with kindness and respect. Staff had established caring and positive relationships with people they supported and their relatives. Staff delivered person centred care that met people’s individual needs. Staff were aware of people's individual routines and preferences and respected and honoured this.

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.

Relatives told us staff were kind and caring. A relative said, “They know what they are doing. They know [service user’s] needs, preferences and what triggers [them]. [Staff] are very observant and very caring.” Care staff showed genuine interest in people’s well-being and supported them with kindness and compassion.

Staff told us they prioritised spending time with people so that they were familiar with them and felt comfortable in their presence.

A care planning and review process was in place. Relatives had input about people’s care through this process. Relatives were encouraged to provide feedback to ensure the service was meeting people’s needs. There was a system in place to address concerns raised by people and relatives.

People were treated as individuals and staff 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.

Relatives we spoke with told us staff were attentive to their family member’s individual needs and treated them well. A relative told us, “Staff really understand [service user’s] needs. They will always ask me if they are unsure about anything.”

People received care and support from staff according to their individually assessed needs and wishes. Care plans were personalised and contained detailed information about people’s strengths, likes and dislikes, and how they preferred staff to meet their personal care and support needs and wishes.

Staff had completed training in equality and diversity and understood people’s diverse needs. Policies and procedures were in place which covered equality, diversity, and discrimination.

People were supported to gain more independent living skills. A person was supported to learn IT skills and another person attended dance classes. The operations manager told us, “It is important to develop lifestyle skills.”

People’s care plans contained detailed information around the support people required to gain more independent living skills. People’s independence levels were recorded in their care plans, so staff knew where they needed assistance. This helped ensure staff had the information they needed to help meet people's needs.

People received care and support that was personalised and responsive to their individual needs and their care plans were kept under review to ensure staff continued to meet their changing needs.

Staff listened to and understood people’s needs, views and wishes. Staff demonstrated good awareness of people’s personal, health and social care needs and how to respond to meet people’s immediate needs and prevent them becoming distressed or unwell, emotionally and physically. Staff told us they knew people well. People mostly received care from the same small team of care staff. This helped them observe changes to people’s health and wellbeing.

Relatives told us they were happy with how staff responded to their family member’s needs. They told us staff were responsive and attentive. A relative told us, “I have faith in the care staff.”

Care records were reviewed by the manager to help ensure staff had sufficient guidance to care for people in a person-centred way and to recognise people’s changing health needs.

Staff we spoke with told us they felt supported and valued by the manager. They said they felt happy and safe at work. Staff told us they could raise concerns and ask questions and were confident these would be addressed. A care staff said, “We communicate well with one another. We have regular handovers so that we can pass information to keep up to date.”

The manager had an open-door policy. Staff were encouraged to speak up and raise concerns.