City Gate House Also known as Head Office

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 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 people’s wishes. People’s support was tailored to their individual needs and preferences. Staff told us about the importance of building relationships with people, one staff member told us, “We treat people with dignity. We have got to know each other and we tell each other stories about the things we have done”.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. A staff member told us, “We listen to people, we respect the things they like and the things they do not want.” We observed people enjoying conversations with staff which appeared relaxed and natural.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care. The care plans we saw clearly demonstrated how people were at the centre of their care and how they were involved in decisions made about them. A staff member told us how they involved a person they supported who had a degenerative physical disability. They told us, “Although the person is no longer able to cook their own food, they sit with us and tell us how to prepare it.”

The provider listened to and understood people’s needs, views and wishes. A health professional told us, “They are very quick to respond to recommendations about people’s health. The registered manager is always on hand for me to communicate with and changes are made quickly and effectively.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider offered incentives for staff and had a ‘worker of the month award’. Staff occasionally met as a team away from the work setting, to help enable them to bond as a team. The registered manager told us how they empowered staff, wanting them to find solutions to things that happened when things went wrong.