IMPACT

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Our rating for this key question remains good. People spoke positively about the staff who supported them and staff described a caring approach towards their work. However, the language used in people’s care records to describe their needs and abilities was not always respectful or professional.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People and their relatives told us staff treated them well. One person said, “They [staff] are very kind and nice and they care for me, I am happy with them.” People and their relatives did not raise any concerns in relation to how their privacy and dignity were respected by staff. However, the provider’s systems and processes had not ensured people were treated with dignity and respect at all times. The language used in service users’ care records to describe their individual abilities, needs and risks did not always reflect a professional or respectful approach. For example, 1 person’s risks assessments referred to ‘bad odour’ as the identified risk and their initial assessment referred to the potential for them to look ‘dishevelled and messy’ or to emit ‘an unpleasant odour’ if not given the required support with personal care. In addition, the service users’ care records we looked at included inaccurate and disrespectful statements about their communication needs and abilities, their capacity to express their wishes to make decisions, and their cognitive abilities. This was contradicted by what staff had to tell us about the person’s ability to communicate their needs and wishes. For example, 1 person’s ‘Communication and cognition risk assessment’ stated, inaccurately, they had ‘no communication nor cognition’.

Staff spoke about the people they supported in a caring manner. They understood the need to treat people with kindness. One staff member told us, “I like helping people. It makes me happy to make somebody happy or their day different.” Another staff member said, “I am very kind to them [people]. I am friendly.”

We did not speak with any external health and social care professionals as part of this assessment.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.