Archived: Mayfair Homecare - Barnet

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 service 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.

People were treated with kindness, empathy and compassion and their privacy and dignity were respected. Staff treated colleagues from other organisations with kindness and respect. People and their relatives were positive about the kind and compassionate attitudes from office staff and carers. They told us staff treated them with respect. A person added, “I am always treated with dignity and respect.” Another person told us, “The kindness and care I receive is very good and it allows me to stay in my home.”

Relatives praised the staff who supported their family members. A relative said, “The carers are kind, friendly and chatty. They treat [family member] with dignity and respect at all times.”The registered manager observed staff during spot checks to ensure they interacted with people kindly, compassionately, and with dignity. A staff member said, “I make sure people are safe. It is important to listen to them and treat them with respect and respect their choices.”

Staff and managers 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. Staff and managers treated each person as an individual, ensuring that their care, support, and treatment met their specific needs and preferences. They considered each person's strengths, abilities, aspirations, culture, unique backgrounds, and protected characteristics. Staff had access to information about people's culture and background before beginning their work with them.

Staff and managers promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People and their relatives felt involved in all of the decisions related to their care. They were positive about how the service supported them to be in control of their care as much as possible. A person said, “The carers encourage me to do things myself if I can.” A relative told us, “[Family member] likes to be independent so can do their own personal care. A staff member said, “I encourage people to do as much for themselves as they possibly can.”

Staff and managers listened to and understood people’s needs, views and wishes. They responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People and relatives told us staff were responsive and communicated and interacted with them in a kind and compassionate way. A relative said, “The well-trained carers provided care that is very satisfactory.” Another relative commented, “They have been very responsive when needed as when [family member] was in hospital, they put extra care in for [other family member] which was much appreciated.”Staff knew the actions they should take to respond to people’s needs, in particular in an emergency. A staff member said, “I am confident in knowing the actions I would take to respond to a person who is not well or hurt. I would immediately call for an ambulance and let the office know.”

The provider cared about and promoted the wellbeing of its staff and supported and enabled staff to always deliver person-centred care. Staff said they were well supported by the provider and told us their wellbeing was taken seriously. A staff member said, “I feel well supported by the company, they listen to any problems we have and try to help.” Staff were able to take time off and have breaks to ensure they were able to carry out their work to the best of their ability. The provider had policies in place to manage stress and establish standards for managers and staff on the prevention of work-related stress. Support was available to staff and managers who experienced these feelings.