Yourlife (Swindon)

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

We assessed 5 quality statements in relation to kindness, compassion and dignity, treating people as individuals, independence, choice and control, responding to people’s immediate needs and workforce wellbeing and enablement. We found staff knew how to treat people with kindness, compassion, dignity and respect. People were treated as individuals, were encouraged to be independent and have choice and control over their care. Care plans identified areas of individualised support needed and considered people’s protected characteristics, including religious and cultural needs. Staff responded to people’s immediate needs. Staff told us the organisation looked after their wellbeing and received regular supervisions and team meetings.

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.

People and their relatives told us staff treated them with kindness, compassion and dignity. One person told us “They are very good with kindness and compassion; before they leave, they always ask if I need anything else and I can call them if I need anything in between.”

Staff described the individual approach they took to ensure they treated people with kindness, compassion and dignity. Leaders felt assured staff were treating people in line with the organisation’s values based on the positive feedback people provided verbally and via surveys.

A partner agency told us they had not directly observed staff practices; however, the person they supported had provided positive comments about the staff being kind, compassionate and preserving their dignity.

People and their relatives described to us the personalised approach staff took to meet their needs. One person told us “Staff are nice, kind and caring, they realise when I am confused and give me time to process.”

Staff showed an awareness of how to treat people as individuals. One staff member told us they try to get to know a person’s culture, so they can connect with the person better.

Care plans identified areas of individualised support needed and considered people’s protected characteristics, including religion, backgrounds and cultural needs.

People told us staff supported them to be independent and have choice and control around their care needs. One person told us “They explain everything to me, and I decide.” Another person told us “They ask for permission and won’t interfere.”

Staff told us they supported people in line with their care plans. They demonstrated how they supported people to be independent and how they offered people choice and control. One comment from staff included how “care plans highlight the importance of choice” and “I always ask people if they would like me to do this or that.”

People’s care records demonstrated individual information about them and how they should be supported to maximise their independence. For example, 1 person’s care plan stated a person would mainly self-administer medication but wanted staff to check it had been completed during the visits.

People provided positive feedback about how staff responded to their needs when providing care and support. They told us the service listened to and understood their needs, views and wishes.

Staff demonstrated an understanding of who to contact when people needed urgent help or support. Staff told us they had enough time to provide support in line with the care plan.

Staff told us the service cared about and promoted their wellbeing which allowed them to deliver person-centred care. Staff told us they felt listened to and had time between calls to meet people’s needs in an unrushed way. 

The service had policies in place to support staff wellbeing such as staff retention, well-being and mental health in the workplace.