Mitcham

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.

This is the first assessment for this newly registered service. This key question has been rated 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.

Staff spoke positively about the people they supported. They understood the importance of ensuring people’s privacy and dignity were maintained at all times. A person’s relative told us, “Staff are very compassionate. I believe they put the dignity of [relative] above all else.” We did not receive feedback from other professionals. However, the registered manager stressed the importance of ensuring collaborative and mutually respectful relationships with others involved in people’s care and support.

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 assessments, care plans and risk assessments were person-centred. They included information about people’s histories, abilities, cultural and religious needs, preferences, and how and when they wished to be supported. Staff understood the importance of ensuring care and support was delivered in accordance with people’s individual needs and preferences.

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

People’s care plans described the importance of the tasks people could undertake independently or with minimal support. For example, where people were able to carry out some personal care tasks, such as face washing and dental care, their care plans described what they could do for themselves and how staff should support them to encourage their independence.

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’s care plans included guidance for staff on how they should respond to people if they observed any discomfort or distress. This guidance was updated as staff developed an understanding of how best to support people. Staff described the importance of recognising physical or behavioural changes in people as potential indicators of immediate need.

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

Staff told us the service supported their wellbeing. They said the registered manager ‘checked in’ with them on a regular basis to ensure they were safe and had no concerns. Staff also always had access to management support via an out of hours on-call number. They told us they valued the support they received to enable them in their roles.