P.S We Care Ltd

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this registered service. This key question has been rated 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 told us staff were kind, compassionate and made them fell they mattered. One person said, “They have a good laugh with me, and are always happy and smiling that's important. One member of staff went on holiday and bought me some rock back, how nice is that? They [staff] come and have time to have a cuppa and a chat, I never feel rushed.” Another person said, “I have the same 2 members of staff every morning and lunch and they are worth their weight in gold. They keep me going and really do show they care about me, it just makes me feel so good.”

Relatives told us staff were compassionate when supporting their relatives, which was important to them. One relative said, “The staff are absolutely wonderful with my relative, the staff are really patient and my relative loves all of them.” Another relative said, “We couldn’t do without them [staff] they are all so good and they [relative] loves them all to bits.”

One relative told us they were moving house and the main consideration to where they moved was to ensure they could still receive a service from P.S We Care. They said, “They [staff] are wonderful I am so happy. We are moving home and part of the decision on where to move to has included the need to make sure I can still have the care from P.S We Care.”

People felt respected by staff who promoted their privacy and dignity. One person said, “All the staff are really kind and caring, there is not 1 that I wouldn't want to come and see me. They are all respectful and treat me with dignity and sensitivity when helping me.”

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 and their relatives we spoke with confirmed staff treated people as individuals. One person told us, “All the staff treat me well, they help me just the way I like it, that’s why they are so good.”

Staff understood the importance of respecting people’s diverse needs when they provided support to ensure people received individualised support that respected their diversity. Staff knew people well and supported people in line with their wishes and preferences to meet their needs. One staff member told us, “It’s important to understand all people’s needs so I can provide them with the care that suits them.”

People’s care plans were detailed and contained their likes, wishes and preferences. Where people expressed preferences staff respected their wishes. For example, 1 person’s records stated that they liked their hair to look nice and used to enjoy a trip to the hairdressers. The records showed this person was supported to have their hair washed and styled weekly in line with their preferences.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People told us staff helped them to maintain their independence by ensuring they gave them time to do things for themselves, and staff asked what they needed help with. One person said, “The staff always ask if I need support and they give me time to do some things by myself, which I like because I can still do some things.”

People felt supported by staff with their emotional and social needs. One person said, “I don’t know what I would do without them [staff], they make my day, it’s hard having to rely on people, but I never feel like a burden. I don’t see many people due to being in bed all the time, but we all have a chat and a laugh, I look forward to them [staff] coming.”

Staff explained the importance of supporting people whilst promoting their independence, choice and control. One staff member said, “I always ask what people want help with and give choices, people can still do some things for themselves and it’s important they keep as independent as possible.”

Records contained specific details regarding people’s independence and what mattered to them. For example, 1 person’s records detailed their wish to continue to maintain their oral health needs as this was important to them. The daily records confirmed staff encouraged the person to brush their own teeth to maintain their independence in this area.

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 and relatives, we spoke with confirmed staff responded to their needs. One person told us, “I get the same staff, and they know exactly what to do. They know when I’m not feeling myself too.” One relative said, “The staff are all wonderful, they know if my relative isn’t feeling themselves and call the GP.”

Staff told us how they listened and understood people’s views and wishes, and how they recognised when people were not feeling well. One staff member told us, “Because I care for the same people all the time, I get to know them well and what is normal for them, I know when they are feeling unwell or in a low mood. I listen to how people are feeling and get help from other professionals if needed.”

Staff had recognised when a relative of a person who they supported was unwell and needed help. The staff member told us how they visited to provide care and noticed the relative was quite unwell, they contacted the emergency services and the relative was taken into hospital for treatment. This showed staff recognised concerns and showed compassion for others within the person’s home environment.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they were supported by the provider and management team. One staff member said, “I feel very supported, I can walk into the office, and they say what can we do to help, and it makes a difference.” Another staff member said, “I feel very supported in my role.”

Staff were supported after they had experienced distressed emotions following support provided to people. The provider ensured the staff member’s visits were covered so they were able to have supportive conversations with them, check and monitor their wellbeing.

Staff told us they were given enough time to get to each visit and enough time with people, this meant staff wellbeing was considered when rotas were completed, and people received the care they needed in an unrushed way.

The provider showed their appreciation of staff through awards presented to staff, sharing feedback from people and their relatives where staff had received praise for the care they had provided.