Sister Winifred Laver Promoting Independence Centre

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. This is the first assessment for this newly registered service. This key question has been rated requires improvement. This meant people were not always well-supported, cared for or treated with dignity and respect.

This service scored 40 (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 did not always treat people with kindness, empathy and compassion, or respect their privacy and dignity. Staff did not always treat colleagues from other organisations with kindness and respect. People gave us positive feedback about how staff treated them. We observed some positive interactions between people and staff. However, support and therapy staff consistently told us people’s care was often rushed due to staffing levels. Some support and therapy staff also commented that communication between teams could be improve. They described how communication was not always respectful and referred to their being cliques in the staff team.

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People were not always treated as individuals. A generic capacity assessment was completed for all people, even where there were no doubts about their capacity. The provider also weighed everyone regularly regardless of whether there were any concerns about nutrition and weight loss.

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing. People told us staff supported them to be as independent as possible. Support and therapy staff understood the importance of promoting independence and described how they did this. However, care plans did not always record how staff should support people to be independent and promote choice.

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not respond to people’s needs in the moment or act to minimise any discomfort, concern or distress. We observed staff weren’t always available to respond to people’s requests for assistance, due to some people needing more care than anticipated. Support and therapy staff told us they were unable to give people sufficient time due to some people requiring 2 to 1 care. They said this had not been factored into staffing levels.

The provider did not promote the wellbeing of their staff. They did not support or enable staff to deliver person-centred care. The management team did not support or enable staff to deliver person-centred care. There were opportunities for staff to have 1:1 supervision sessions with their manager. However, support staff consistently told us they did not feel supported working at the service. They said management were not visible and felt they didn’t listen to their views.