Visiting Angels North Yorkshire and West

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 inspection we rated this key question good. At this inspection 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. Staff treated colleagues from other organisations with kindness and respect. Managers and staff spoke about people who used the service in kind and caring ways. A staff member said, “I enjoy what I do. It’s nice to see people happy. It’s rewarding.”

People told us staff were kind and respected their privacy and dignity. They said of the staff, “There’s a good rapport between staff and people” and “They’re all lovely. The [staff] that are going at the moment are absolutely lovely.”

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 and unique backgrounds and protected characteristics. Managers and staff treated people as individuals and made sure people’s care, support and treatment met individual’s needs and preferences. Staff told us they had time to get to know people. One staff member said of the support provided to people, “It’s personal, it’s for their needs. You have time, you can sit and get to know people.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff and managers placed great importance of ensuring peoples independence was promoted and maintained. People told us they were listened too, and their choices and independence were encouraged. A relative said, “They encourage [person] to wash and dress themselves. It’s giving [person] the time to be able to do it. Adapting the care accordingly. [Staff member] is very good at adapting [person’s] care needs day to day.

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. People told us staff listened to them and were flexible to enable their needs to be met. One said, “If there’s something I want, they try and get it for me.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. The provider and registered manager demonstrated that staff well-being was important to them. A recent newsletter to staff included; ‘Continued support: we are always here for you. Please reach out if you need anything.’ There was a system of rewards and recognition for staff good practice. Staff also had access to an independent support and counselling service. Staff told us they felt valued and listened too. A staff member said, “The environment is healthy. [Registered manager] is really supportive.”