Florence 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 service involved people and treated them with compassion, kindness, dignity and respect. At our last inspection this key question was rated good. At this assessment this key 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.

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 informed us that they had choice and control over their care, and they felt involved. People were given choices throughout the day. A person told us, “I can make my own hot drink whenever I want to, and I like eating in my own bedroom.” Care plans were updated regularly to reflect people's likes and dislikes and staff demonstrated how they knew the people they cared for well.

Throughout the visit, we observed people moving around the service freely, staff involved people in their care and treatment, offering choices where possible.

The registered manager ensured people's care plans had up-to-date information to promote their independence. Staff met with people to discuss their support and any changes that were needed. Staff had a good understanding of person-centred care and spoke about people with kindness and compassion. They knew people well as individuals and knew how to promote people to make meaningful choices and be independent with aspects of their support if this was their choice.

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.