Personalized Care Plus Ltd 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 newly 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. Staff treated colleagues from other organisations with kindness and respect.

People and relatives reported that staff were kind, caring and they were treated with respect and dignity. Comments included, “Kindness and compassion make such a difference to us” and “Most staff are very good, they’re very friendly. Some are better than others of course but generally they’re very good.”

A professional also told us, “I haven't had to raise any concerns or issues about the way they treat our very complex patient. I have observed them [staff members] providing very complex care always with dignity, compassion, and professionalism. This must come from the manager and the training the care staff receive.”

Staff we spoke with demonstrated an understanding of the importance of promoting people’s privacy and dignity.

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 health, social and personal needs were assessed and monitored frequently which ensured their care was person centred. Staff recognised that everyone should be treated according to their individual needs and circumstances. A relative told us, “Permission to care is requested by staff and choices are respected.”

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

People’s individuality was respected, and staff made efforts to accommodate individual preferences and routines. A staff member said, “[Person’s name] will choose things for themself and makes choices.” People were supported to make choices about their daily lives and encouraged to maintain independence.

Care plans contained guidance for staff on how to promote independence. For example, one person's care plan detailed how staff should support them to maintain their independence where possible such as dressing in clothing of their choice. A relative told us, “Independence is encouraged as far as possible.”

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 were supported by staff who were able to recognise when a person’s needs had changed and understood how to escalate concerns including reporting to the office and or the relevant professionals. A staff member stated, “Communication with nurses, GPs, pharmacists and other professionals is generally effective. Good communication helps ensure continuity of care and timely responses to changes in people's conditions.”

The service communicated effectively with other agencies, to ensure continuity of care and a shared understanding of people’s needs. A relative told us, “Community nurses will come out in the middle of the night and other health care professionals no problems. The service is involved in [person’s name] care.” Another relative said, “Staff respond quickly if [person’s name] is unwell and Community nurses are there straight away.”

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

Staff spoke positively about working for the service and described a supportive and inclusive working environment. They consistently reported feeling well supported in their roles through regular communication, guidance, and access to management support. Staff told us they were treated with respect and felt valued by the management team. A staff member told us, “We are treated fairly, equally and listened to.”

The provider had incentives and rewards in place to show staff appreciation, which included ‘employee of the month.’