89 Hampton Road East

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 we rated this key question good. At this assessment, the 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.

People were treated with kindness and respect. We observed caring, gentle and friendly interactions between staff and people using the service. People felt comfortable with the staff and enjoyed their company. People’s privacy was respected, and they were able to spend time alone and undisturbed. Relatives told us people were happy living at the service. Their comments included, “The staff have a good rapport with [person]” and “The staff are kind, caring and know [person] well.” Staff spoke positively about the people they cared for. One staff member told us, “I show people I like spending time with them, they can see my smile, I help them to see I am happy, and I use positive body language, and tone of voice. It is all important.”

People were treated as individuals. People were supported to make choices and take part in activities which reflected their needs and preferences. Everyone living at the service had different schedules and routines, including when they got up and went to bed. Structure and set schedules were an important part of supporting some people to feel safe and calm. The staff were good at making sure people’s schedules were followed. People spent some time with each other in a group when they wanted, for example during meals. However, people could choose to be alone, and this was equally valued and respected. The staff knew people well and were able to describe their needs, personalities and how they wanted to be cared for. Relatives confirmed this, explaining that each person’s care was centred around their individual choices and needs.

People were supported to make choices. Some people told the registered manager which staff they wanted to support them each day. This was respected. People made choices about how they spent their time and had opportunities to go out on their own with staff or in groups to pursue different activities. These included attending colleges, working at a local farm, leisure activities, exercise and going to places of interest. Relatives told us about some of these activities, we saw photographs of past events and during our visit everyone was taking part in individual activities which they had chosen. People were supported to learn skills and be independent when they wanted and were able. For example, helping in the kitchen and with household tasks. We observed staff supporting 1 person when they were making a hot drink. The staff managed this well, supporting the person to feel safe and in control of what they were doing. They praised them and only offered hands on assistance when needed.

Staff responded to people’s immediate needs. The staff knew people well and could interpret changes in their wellbeing, mood and comfort. They responded to these with proactive strategies designed to help people feel calm and remain in control. For example, when people became anxious about a change in their routine, staff reassured them and offered them positive alternatives and opportunities to express their feelings. We saw staff were prompt in responding to people’s physical needs. For example, when 1 person was struggling with an item of clothing, staff offered support and assistance to enable the person to resolve the issue. Relatives told us staff were quick to identify and respond when people became unwell.

The provider supported staff wellbeing. They offered a range of formal and informal opportunities to discuss work and with staff mental health. Staff were supported with training, qualification and career development. They took on extra roles and responsibilities within the service to help develop their own skills and knowledge. There were regular team meetings, appraisals and supervision for staff. Concerns about staff performance and practice were sensitively dealt with in line with the provider’s policies and procedures. Staff told us they felt well supported and enjoyed working at the service. They explained there was good teamwork and supportive managers.