Imola

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. At our last assessment we rated this key question good. At this assessment the rating has remained 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 their privacy and dignity. People received support that was tailored to their individual needs by staff who knew them well. Staff communicated positively with people and knew how to find out what they wanted. A professional told us when they visited, they found people were comfortable and happy, and staff engaged positively with people. Relatives spoke positively about staff; they told us their family members had a good relationship with staff and staff were always caring towards their family member and treated them with kindness. Staff treated colleagues from other organisations with kindness and respect.

The provider 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, unique backgrounds and protected characteristics. People’s individual needs and preferences were understood, and these were reflected in their care, treatment and support. A professional told us staff treated people as individuals and delivered person centred support from identified needs and risk support plans. People’s support plans included their goals and aspirations, and they were supported to work toward and achieve these. For example, one person had set their goals to learn to swim and to go on holiday. People had access and engagement with their community, and they were enabled to do things they liked to do. Opportunities and support were given to people to try new things and activities were tailored to the individual. One person wanted to try different activities that they were unsure of. A staff member told us, “People have weekly schedules now which are personalised, this helps people and staff to know what is happening, although people do have a choice to change or opt out of an activity. They enjoy activities away from the home such as swimming, bowling, going to the zoo, cinema or Sealife centre.” Another staff member told us about opportunities provided in house such as baking and said, “Everyone loves to bake.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were able to spend time with others that were important to them, and staff supported people to keep relationships with family. For example, one person was supported to visit their sibling who was accommodated in another care service. There were arrangements in place through personalised education and resources relating to consent and understanding of sexuality and different aspects of relationships. People were supported to learn new skills and enrol in college courses. A staff member told us, “[Name] independence is being promoted through a woodwork college course and going out into the community more.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Where people could not communicate verbally there were reasonable adjustments in place such as communication tools and information provided in formats that met people’s needs. Positive behaviour support plans provided detailed information to guide staff on how to anticipate and meet people’s needs quickly and in ways that reduced and mitigated discomfort and stress. Our presence was upsetting to some, and staff acted quickly to divert attention and provide reassurance. Staff knew people well and how best to support them.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Support measures were in place to allow staff to de-brief, and to raise any queries or concerns. Staff told us they felt supported by management particularly in relation to their wellbeing and personal circumstances and had a sense of belonging. Measures were in place to support with health needs and flexible working. Staff were given the opportunity for their voice to be heard and the support needed to secure their development to meet the needs of people safely. One staff member told us, “Management are open and transparent, they are inclusive, and we are listened to.” Another staff member said, “I have a new role leading in-house activities. I am working in partnership with the manager, she is very kind and welcoming of ideas. Staff told us about the staff incentive scheme. One said, “We have employee of the month, you are nominated by your peers, this really boosts moral and helps us feel appreciated.” Another said, “We have staff member of the month, nominations from staff go into a draw, they have to say why the staff member has been nominated and all nominations are read out. I appreciate the feedback, it is nice.”