197 Bagnall Road

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

We assessed 5 quality statements in the safe key question and found areas of good practice. Our rating for the key question is good. People were supported to have choice and control and make decisions about how their support was provided. People were treated as individuals and with care and respect. People’s consent to care was sought by staff and their rights and choices respected.

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 told us they were treated with kindness, dignity and respect. One person told us, "They go above and beyond, they always ask if there’s anything else and it’s really, really nice". Another person said, " They [staff] treat me very well and with respect. They listen to my wishes and respect my rights."

We spoke with staff about how they demonstrated kindness, compassion and dignity through their care and support. One staff member said, “I talk kindly and listen; treat people with respect, listen to their thoughts and feelings, use their preferred names, and have meaningful conversations with them about their interests or favourite hobbies.”

We did not receive any concerns from partners.

People felt they were treated as individuals and their care met their needs and preferences taking into account their strengths and individual backgrounds.

Staff understood the importance of treating people as individuals to meet their individual care needs. One staff member told us, “I treat people the way they want to be treated, everyone deserves to be treated the way they want. People go through a lot of stress and difficulties in life unknowingly to most people.”

Care plan documents provided prompts for staff regarding treating people with dignity and respect and people’s preferences, for example for same sex care staff, were included and respected.

People felt their independence was promoted and they had choice and control over their care and support. One person told us, “Care is with my consent, I have made those decisions and choices.”

Staff promoted people’s independence, choice and control. One staff member told us, “I support people’s independence and control by respecting their choices when making decisions about their own care and daily life activities even if their choices don’t align with my beliefs and preferences.”

People’s care plans reflected what people could do independently, capacity and choices and care notes indicated where staff had given people choices, for example, in relation to support with personal care.

People felt their immediate needs were responded to and staff acted to minimise any discomfort, concern or distress. One person told us that staff knew them well and contacted emergency services when they were unwell. The said, “They [staff] can tell by looking at me or my temperature if I’m not well.”

Staff gave us examples of how they had responded to people’s immediate needs including in emergency situations. One staff member told us, “I put the individual in a recovery position and made sure the airway was clear. I reassured the service user and was calling their name repeatedly; the service user came back to full recovery before the emergency service arrived.”

Staff told us they felt supported by the provider describing the support they received which included encouragement to undertake training, supervision with their manager and meetings to discuss any issues. One staff member told us, “The management team support my health and wellbeing. They always making sure staff are okay during bad weather conditions like offering to pick up staff that are not mobile They enhance the growth and development of staff.”

The provider had a flexible working policy and lone working policy to support staff wellbeing and we saw evidence of staff receiving 1:1 support from the management team as well as records of team discussions.