North Downs Villa

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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

We assessed all 6 quality statements from this key question. Based on the findings of this assessment, our rating for this key question has remained good. Staff knew people well and understood their individual preferences. People were treated with dignity and respect. Progress had been made on supporting people’s independence since the last inspection. Staff were aware of the signs that indicated people’s needs were increasing, however some aspects of care planning needed updating in relation to promoting mental health.

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.

People were treated with dignity and respect. One person told us, “The staff are very kind.”

Staff and the registered manager referred to people in positive terms.

We did not receive any feedback in this area from partners.

We saw staff speaking with people in a respectful and patient manner.

People told us that staff treated them as individuals.

Staff knew people well and understood their individual preferences for care and support.

We observed staff interacting with people and addressing them by their preferred names.

Care plans contained details about people's level of independence.

One person told us they enjoyed their independence but appreciated the support from staff when they needed extra help with tasks. They said, “I am quite independent but the more I do affects me mentally from a fatigue point of view.”

Progress had been made on supporting people’s independence since the last inspection. People chose the activities they engaged in, and everyday living skills were promoted.

We observed staff supporting people to engage in the activities they wanted to do. One person was supported to get ready to go to the gym. And we saw staff support another person to prepare to go shopping.

Care plans contained details about people's independence and those aspects they needed staff support in.

People’s changing needs were identified, however specific plans were not always in place and people were not always involved in developing them. For example, one person’s anxiety had increased due to the prospect of moving, but their care records did not give staff sufficient guidance on the support they should provide throughout the day to provide reassurance and promote positive mental health.

Staff were aware of the signs that indicated people’s needs were increasing. They told us they would inform the registered manager and healthcare professionals if these signs were observed.

We observed staff meeting people’s needs. For example, we saw staff supporting one person to maintain their bedroom.

The staff we spoke with told us they enjoyed their work and the training they undertook They said the registered manager was supportive.

The registered manager provided staff with supervision meetings where staff had the opportunity to discuss their well-being.