Creative Support - Willowtree House

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 assessment we rated this key question good. At this assessment 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. People received support that was tailored to their individual needs by staff who knew them well. Staff showed respect and kindness when people found situations difficult and knew them well enough to know how to divert them successfully with activities or conversation about things they liked. People were supported in a dignified and respectful way. Staff treated colleagues from other organisations with kindness and respect. One relative told us, “[Name] is really happy. It is safe because the team are friendly, helpful and inclusive. They make it a home rather than an establishment. It has a pleasant, homely atmosphere. I visit when I need to and just turn up.”

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. People’s care plans included their goals and aspirations. This included where they lived, their relationships and other aspects of life. People were supported to work toward and achieve these. For example, one person developed their communication skills through their role in the home to meet and greet visitors. They went on to use these skills in their volunteer work.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The provider held regular meetings where people were encouraged and empowered to have their say. Staff used individualised communication tools to support people to make choices and be in control of their day. The service arranged for people to access community and statutory advocates when they needed support to make important decisions.

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 that staff were mindful of their privacy and confidentiality. We observed interactions between staff and people who use the service and saw that these relationships were caring and compassionate, enabling staff to anticipate and meet people’s needs quickly and in ways that reduced and mitigated people’s discomfort and distress. People told us they felt listened to and their feelings were respected.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. One member of staff told us about the employee of the month scheme and how they enjoyed their Christmas meal which was a thank you from the managers.