Integrity Care Agency 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 – 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.

There were systems and processes to support people to make decisions. People were encouraged to be involved to share their views and make decisions about their care.

Care staff supported people to express their views using their preferred method of communication, one example being a person whose first language was not English. This was recorded in people’s care records.

People’s care records were maintained using a secure digital recording system. General Data Protection Regulations (GDPR) were understood and adhered to by the provider.
 

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.

No-one using the service or relatives raised any concern about people not being respected as individuals, in fact the opposite was true and staff were praised about the respect they show. This was not only in terms of care and support but also about how they were treated by care staff and the provider.

Care staff were also very clear in their feedback to us that they would ask people about their preferences on each occasion they were supporting people, for example, “When supporting with personal care, I always respect the person’s dignity and privacy by closing doors and curtains and explaining what I am doing before I begin. I ask for consent and support them in a calm and respectful way.”

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

People's privacy, dignity and independence were respected. People’s care plans described how care staff should support people in a way that respected their privacy and dignity and encouraged people to maintain as much independence as they reasonably could.

Care staff supported people to manage as many aspects of their care as they could. Care staff were clear about offering people choice and respecting those choices.

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.

Care staff were able to describe what they would do to respond to immediate needs, for example, “I would inform the manager and follow the care plan and risk assessment guidance. I would record the change and ensure the care plan is updated to reflect their current needs.”

We have provided information elsewhere in this report that demonstrates how the provider and staff team respond to people’s current and emerging needs.

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

Feedback from staff about how they were treated by the provider as their employer and as people was positive. They told us that “I can speak openly with the manager if I have any concerns. This support helps me feel valued and able to provide good care” and “Yes very much supported. I have responsibilities which make it hard to be employed but my employer understands that.”

The service fostered good relationships with and among the staff team through the support mechanisms in place, for example during quarterly 1-1 supervision and day-to-day communication and other meetings. Staff demonstrated in their feedback to us that person centred care was a focus of how they carried out their role.