People are always treated with kindness, empathy and compassion. They understand that they matter and that their experience of how they are treated and supported matters. Their privacy and dignity is respected. Every effort is made to take their wishes into account and respect their choices, to achieve the best possible outcomes for them. This includes supporting people to live as independently as possible.

Kindness, compassion and dignity

• We can evidence that people feel cared for and that they are treated with respect and dignity. This is reflected in both day-to-day support and their care plans.
• We get to know what is important to each person we support to meet their emotional wellbeing needs and what they value about dignity and respect.
• We create an environment where people who need care and support feel that they belong to and are proud about the service.
• We ensure our residential environments and/or offices are well maintained with high standards of décor to provide people a dignified place to live, visit, and work.
• We create an empowering culture where people who need care and support are confident and comfortable around those who care for them.
• We support people to minimise the risk of loneliness and help them to make connections and engage with others, respectful of their own preferences.
• All our staff treat people with kindness, sensitivity, and compassion, recognising their differences and individuality.
• We ensure people know or are given time to get to know the staff who are supporting them. This is to help them build loving relationships.
• We know that simply being a caring person isn’t enough to meet people’s needs. We ensure our staff are effectively trained and supported to provide high standards of care.
• We promote a person-centred culture where all staff are attentive, listen and respond to people (e.g., laughing and joking with them where appropriate and giving reassurance and comfort where needed).
• Where appropriate to the person we support, we build effective relationships with families, friends, and advocates.
• Our kindness, compassion, and dignity extend to our effective working with other services.
• We raise awareness to ensure staff do not discuss people’s care and support in public areas and ensure telephone calls or meetings are conducted in private.
• Our systems are robust to hold confidential information, ensuring compliance with the UK General Data Protection Regulations (UK GDPR).
• If relevant to our service, we make sure that young adults have choice and flexibility about their privacy and the amount of parental involvement in managing their care.

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