Patience Healthcare (NE) Ltd

People were kept safe and protected from bullying, harassment, avoidable harm, neglect, abuse and discrimination. They were respected and their freedoms protected in line with legislation.

When people raised concerns, they were listened to. The registered manager, and other staff, took prompt and effective action to keep people safe. Staff protected people from the risks they faced. The registered manager ensured there were enough skilled staff to meet people's needs.

The service helped people to experience good health and wellbeing outcomes. They did this through understanding people’s needs well and responding proactively to changes. Staff had regard to people’s protected equality characteristics and individualities. Staff with a range of languages, such as Punjab, Hindi and Urdu, provided care. This was a particular strength of the service and people valued this. Consent was factored in to care planning. Feedback from people, relatives and external partners, was consistently positive.

People were treated respectfully and with patience and dignity. People were listened to and their preferences met wherever possible in terms of continuity of care and matching with staff. The culture of the service was focused on meeting people’s care needs in a timely, person-centred way.

Care planning was person-centred. The service ensured staff knew sufficient detail about people’s needs in advance of providing care, and valued the positive impacts of continuity of care. Staff acted proactively when needed. People were supported to access care in ways that met their personal preferences and needs.

The registered manager and staff team worked well together towards shared goals of person-centred, respectful care. They had built positive working relationships with a range of partners.

Governance and management systems were generally proportionate to what was needed, although the registered manager needed to continue to improve aspects of auditing to continually improve the service. They were responsive to our feedback.