Star Road Respite Service

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

The service was caring. People had good relationships with staff who were kind and who treated them respectfully. People were able to make decisions about their care and were supported to be independent. We did not assess all the quality statements within this key question. We did not identify concerns relating to these areas which we judged as being met at our last inspection.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People using the service and their relatives told us the staff were kind and caring. Their privacy and dignity were respected. Some of their comments included, ''The staff always welcome [person] and [they are] happy and excited to be there'', ''The staff are exceptionally sweet, respectful, polite and I feel they care deeply'' and ''The managers and staff are lovely people.''

We observed the staff being kind and caring. They knew people well and responded to their needs and wishes. They addressed people politely and used their correct names and pronouns. They comforted people and showed respect when interacting with them. Staff supported people with a range of communication techniques to make sure people felt understood and valued.

The staff had undertaken training to understand about people's individual needs. There were clear and detailed guidelines and care plans which explained how each person needed to be supported.

The staff were able to explain how they supported each person. They read and understood care plans and demonstrated a good understanding of people's individual needs. This included how they cared for and supported people who did not use words to communicate. Comments from staff included, ''We give people choices, we read their body language and try to help people be happy and calm'' and ''People are taken through steps with their support to do well, to be more independent and to develop skills.'' The registered manager explained some people living at the service had developed friendships and romantic relationships through meeting each other during stays at the service.

We observed people being cared for well. Staff respected their choices and were kind, supportive and understood people's individual needs.

People were treated as individuals. Relatives and people using the service confirmed this. They told us their choices were respected and they received personalised care which met their needs. Some of their comments included, ''The staff are exceptional, so compassionate, supportive, and understanding'' and ''They allow [person] to have [their] independence.''

We observed people did not always have things to do during our visit. The staff had not always been proactive in providing activities, craft items, toys, or games. Whilst staff were able to tell us about outings and some organised activities, we noted people did not always have enough to engage them outside of these organised activities.

The staff kept records to describe what people had done each day. We looked at a sample of these and saw that some people did not always have a variety of stimulating activities during their stay. For example, some records indicated people stayed in bed or just watched TV for large parts of the day. We discussed this with the registered manager so they could look at ways to ensure people were offered enough to do outside of organised events if this is what they wanted. Some of the planned trips to places of interest were chosen by people staying at the service. One person told us about an outing they had enjoyed. The provider also had systems for supporting people to access local community facilities, go cycling and take part in gardening work at local allotments.

Most relatives and people using the service told us people were able to make choices and these were respected. Some relatives told us they felt people's individual choices were not always respected, for example what they wanted to watch on television. However, most people felt there was a range of activities for people to choose from. Their comments included, ''I watched people paint and draw, make things, play games and go out'', ''[Person] is always doing fun activities'' and ''The staff asked me what [person] likes, so they can arrange this.'' People and their relatives told us they were supported to develop skills and be independent where they were able.

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.