Empathy Care24 Northampton

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 requires improvement. At this assessment the rating has changed to 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 and relatives described staff as kind and caring. A person told us, “[Staff] are so caring, ever so nice. On my birthday [staff] came in with a bunch of flowers and two glasses that are easy to hold.” Another person said, “When I open the door, they greet me, tell me who they are, where they are from. The have jokes, they are very good.” A relative told us, “I feel we are very lucky. [Staff] work hard, always smiling, they know what they are doing and I have confidence in them. They are all very kind and caring.”

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 contained information about people’s past and what is important to them. A relative told us this helped staff to have conversations with the person, they told us, “[Staff] have a good old natter with [Name].” Another relative said staff were respectful and called the person by their preferred name, they said, “[Name] told them to call them by their middle name. They do call them [that]. I think they are doing a good job.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. A person told us, “[Staff] offer to help, if I say I can do it on my own, they respect my space and let me get on with it.” Staff assisted people to remain independent, for example, a person who books their own GP appointments said, “I can do that myself. I have to fill a form in on my tablet and [staff] helped me with that.”

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. Staff had access to senior staff and managers through an on-call system in case of any queries or emergencies. This meant health professionals and families could be contacted to assist people if they needed additional assistance or reassurance.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff received regular supervision and support which enabled them to feel confident in their role and able to raise concerns or request additional training as needed.