Kindness, respect and compassion: inadequate

C1. How does the service ensure that people are treated with kindness, respect and compassion, and that they are given emotional support when needed?

Characteristics of services we would rate as inadequate in this area

People who use the service, and those that matter to them, and other people who have contact with the service, say that they are not treated with dignity and respect, and that staff can be unkind and lack compassion. This is usually widespread and serious.

Staff do not know about people's personal histories and preferences. This can be caused by lack of staff continuity. Staff do not recognise people's changing needs or take steps to ensure they are met. Discomfort and distress are common but not responded to.

Some staff may show kindness and compassion but the service does not recognise, value or encourage this.

The service and its managers are task focused. They do not encourage or support staff to provide care and support in a compassionate and supportive way.