Harley House Supported Living Ltd

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. This is the first inspection for this newly registered 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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. This was modelled by the leadership team. A person’s relative told us, “Staff are very kind to [person], and us. They all come out the door to meet [person]. All get excited. They give [person] the attention which is the crucial thing. They don’t ignore [person].” Another person’s relative said, “[Staff] are very sweet with [person]. It’s lovely to see them on the videos having a laugh, giggling away. It’s a great atmosphere.”

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. A person’s relative said, “[Staff] are responding to [person’s] immediate needs, and individual needs. [Person] loves dancing, music, swimming. Watches videos of dancing. Attends the spa, [person] loves the steam rooms.”

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff were positive in empowering people to be as independent as possible and celebrated this. A person’s relative said, “[Staff] are so proud of [person].” Another person had been supported to reduce the number of staff needed to keep them safe, significantly increasing their independence and quality of life.

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress. A staff member told us, “If someone becomes very distressed, I focus on calming them in a supportive, respectful manner. I start by assessing the cause of their distress, listening to them, and using a calm, reassuring tone to help them feel safe. Giving them space and time to express their emotions without judgment is essential.” However, some incident reporting needed further detail to clearly show the steps staff had taken to support people and reduce the likelihood of a reoccurrence.

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff members we spoke with told us they felt valued, respected and supported within their roles. A staff member said, “The management team have been amazing in terms of support given to me.” Team meetings were held to discuss issues relevant to the service or staff experience. A staff survey had also just been issued at the time of assessment, to encourage feedback.