Venus Healthcare

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

People were treated equally and with compassion, and had their human rights and diversity respected. Staff treated people with respect and dignity and upheld their right to privacy. People were supported to have choice and control and make decisions about how their support was provided. They were encouraged and helped by staff to do as much as they could for themselves, to maintain their independence.

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.

Staff we spoke with demonstrated a caring, compassionate attitude to care. They spoke about people in a respectful way. They were aware of the need to provide people with dignified care.

The body language of people using the service appeared positive when interacting with staff. For example, people looked at ease and comfortable in the presence of staff. On one occasion we observed a person using the service initiate a hug with a member of staff they seemed particularly fond of. Staff spoke about people they supported in a respectful, polite and positive manner.

People spoke positively about the care and support they received. A person using the service told us, “The staff are nice to me.” Another person whose use of verbal language was limited, smiled when we asked them if staff treated him kindly. A relative added, “Some staff members demonstrate kindness and compassion towards my [family member].”

We received positive feedback from most partner agencies about how staff treated people using the service. For example, an external health care professional told us, “Staff have always been polite and friendly and have demonstrated competence when asked questions about each of my client’s care.”

Staff knew people well as individuals and knew what their preferences, likes and dislikes were. Staff understood people’s needs and wished and treated them as individuals. For example, staff demonstrated a good understanding of what people they supported preferred to eat and drink, and what recreationally activities they liked to engage in, such as cycling, shopping and watching culturally specific movies.

People told us staff knew what they liked to do and what they did not, and treated them as individuals.

We observed staff provide people with the care and support they needed according to their individually assessed needs and wishes.

We did not receive any information of concern about this quality statement from partners.

The provider had policies that put people at the centre of their care and treated them as individuals.

Managers and staff understood they should be supported to have choice and control and make decisions about how their care and support was provided. Staff ensured people could be as independent as possible and respected this right.

People had choice and control about when and how they preferred to receive care and support from staff. People told us they were supported to make informed choices, which staff respected. For example, one person said they could choose the clothes they wore and the food they ate each day.

We also observed staff use an easy to read pictorial prompt card to enable a person with limited verbal communication to make an informed choice about what they would like to do on the morning of our inspection. It was positively noted the person’s decision to decline to have a shower and go out at that time was clearly understood and respected by staff.

People were encouraged and supported to do as much as they could for themselves, to maintain and develop their independent living skills. People’s care plans reflected this enabling approach and set out clearly people’s dependency levels and what they were willing and capable of doing for themselves safely, and what they needed staff support with. For example, care plans made it clear staff supported people to choose and prepare their own breakfasts each morning and to participate in daily domestic chores around their flat, such as helping staff wash the dishes and doing laundry.

We observed staff take appropriate and prompt action on several occasions to deescalate an incident before people became upset. For example, staff suggest there might be too many people in a person’s self-contained flat which might be the reason they were becoming distressed, so two staff immediately vacated the space.

People told us staff helped them access external health care services and support when they needed it they remained comfortable and calm.

Staff demonstrated good awareness of peoples personal, health and social care conditions and how to respond to meet peoples immediate needs and prevent them becoming distressed or unwell, emotionally and physically.

Staff told us the managers helped them to feel happy and safe at work. Staff also told us they felt this supported living was well-managed and they received all the support they needed from their line managers. The managers confirmed they spent time with staff discussing their conduct in the work place.

Managers routinely used individual supervision and group team meetings to remind staff about the provider’s underlying core values and principles.