Unique Domiciliary Care Ltd Head Office

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. This is the first assessment for this 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 70 (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, compassion and dignity and respected their privacy. Staff were trained to uphold people’s dignity and ensured privacy during personal care, for example by closing doors and maintaining appropriate covering. Care was designed to reflect people’s individual wishes, including cultural and personal preferences, and staff used respectful communication and preferred names. Feedback from relatives was consistently positive about how people were treated, confirming that staff were kind and respectful in their approach. One relative told us “Our carer is extremely caring, kind and thoughtful, she always treats my [family member] with respect, listens to her, and always puts needs first. She goes above and beyond every single time, doing extra tasks.”

The provider did not always ensure people’s care fully reflected their individual needs, preferences and characteristics. While relatives told us their family members’ needs were met and examples were given of personalised care, such as adapting routines or meeting cultural and dietary preferences, this was not consistently supported by accurate records. Care plans lacked sufficient detail about people’s individual needs and preferences, which meant staff may not always have clear, comprehensive guidance to deliver fully personalised care. After our assessment, we noted that some changes had been made to risk assessments and care plans to make them more person- centred.

The provider always promoted people’s independence, choice and control over their care. Staff supported people to maintain and develop their skills by working alongside them rather than doing tasks for them, including during personal care and daily activities. People were encouraged to make their own choices and maintain their routines, which helped them remain in control of their lives. One relative described how their family member became more active and engaged after receiving support, explaining that they were now motivated to get out of bed, cook and socialise, showing a positive impact on their independence and wellbeing.

The provider always responded to people’s immediate needs in a timely and appropriate way. Staff were trained to recognise changes in people’s health or emotional wellbeing and acted quickly to provide support or escalate concerns, such as contacting healthcare professionals or informing family members. Communication between staff and management ensured urgent changes were shared promptly and care adjusted where required. People and relatives told us staff responded well when needs changed, demonstrating that care was flexible and responsive to people in the moment.

The provider always supported staff wellbeing and enabled them to deliver person-centred care. Staff described a positive and open working environment where they felt comfortable raising concerns and speaking with the registered manager. Regular supervision and accessible management supported staff to discuss their wellbeing, workload and any challenges. Rotas were planned to support manageable workloads, and staff received training and guidance to carry out their role effectively. One member of staff told us they felt supported and confident to speak openly, demonstrating a culture where staff wellbeing was valued.