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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

The service was caring and has been rated good. Staff knew how to treat people with kindness, compassion, dignity and respect. People were treated as individuals and were encouraged to be independent and have choice and control over their care. However, some care plans and risk assessments needed further information and improvement to reflect current needs. The provider had started a digital transformation programme to gain a better understanding around care plans and risk assessments. They had prioritised updating records around people's preferences and the tasks staff needed to complete with people.

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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.

People told us staff supported them to be independent and have choice and control around their care needs. One relative said, “They [staff] talk to [person’s name] nicely. Joviality is always going on. They [staff] are all interactive, it is nice to watch. They cheer [person’s name] up.” and one person said, “They [staff] are very caring; they always ask if everything is alright and is there anything more, they can do for me before they go.”

Staff had a good understanding of supporting people to be as independent as possible. Staff comments included, “I ask people how they want their care carried out, I ask how they are and what outcome they want”, “Promoting independence through providing person-centred care, such as providing choice” and “I involve people by letting them remain independent but always being there for support.”

People’s care records demonstrated individual information about the person and how they should be supported to maximise their independence. However, some care plans and risk assessments did not provide a full overview of people’s needs. For example, one person required specific support whilst eating, this was not recorded in their care plan or risk assessment. Leaders told us that, as part of their dignital transformation, staff were given information about the tasks they needed to complete with people. This had been done as a priority. They told us care plans and risk assessment were being update in a timely way following this.

People provided positive feedback about how staff responded to their needs when providing care and support. Comments included, “They [staff] are always friendly and caring”, “[Person’s name] has been unwell and has gone to hospital, staff have done all that and let me know.” and “They [staff] phoned the ambulance for me and got me into hospital, they [staff] are very good.”

Staff told us they felt they responded to people’s immediate needs. However, some staff told us they felt records did not always support them with this. Staff demonstrated an understanding of who to contact when people needed urgent help or support. One staff member said, “If a person’s needs change, I monitor their condition closely and communicate with the care team. Notification can happen in real-time through regular check-ins or alerts from health monitoring systems.” However, some staff stated there was not enough information in the care plans to support them to respond to people's immediate needs. Comments included, “Unfortunately, at times I feel the care plans provide a lack of important information that help direct me in my role”, “No, there is no information regarding people’s care requirements, needs or personal preferences, now we have gone digital not all information is current, up to date or even online” and “We are supposed to see the care plans on our phones, but this is rarely the case.” The registered manager said they were in the process of transferring everyone's care plans to digital. They said, “This is a massive transformation programme which we are embedding now.” Where we highlighted specific issues with care plans the registered manager told us these would be addressed.

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.