Ideal Home Care

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.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity.

People spoke positively about the care and support they received. One person told us, “The staff are very professional and friendly.” Another person said, “The staff have become a bit like family.” Additional comments included, “I am very happy.” “The staff are lovely.” “They are really kind and, honestly, I can’t fault them.”

The registered manager demonstrated a good understanding of people's individual care needs and was passionate about delivering high-quality care. They promoted a positive culture of continuous improvement and adapted the service where necessary to ensure people received person-centred support and had positive experiences.

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 were actively involved in planning and reviewing their care, which helped ensure the support they received was tailored to their individual needs and preferences. People told us they were aware of their right to raise concerns or make a complaint if necessary. However, everyone we spoke with said they were happy with the service and had no complaints.

The registered manager had developed positive and meaningful relationships with people using the service and their relatives. People were encouraged and supported to visit the office, helping to maintain a sense of connection with the service. The registered manager showed us artwork displayed within the office that had been created by people using the service, demonstrating how the service valued and celebrated people's contributions.

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

People could be confident their independence, choice and control would be promoted. Discussions with people using the service and the registered manager demonstrated a commitment to adapting support to meet people's changing needs, helping them to maintain fulfilling and meaningful lives.

Staff involved people in day-to-day aspects of their care and support and took time to engage with them in a warm and respectful manner. People welcomed these interactions and described having developed positive relationships with staff. This was also reflected in the feedback received from relatives.

Staff demonstrated a good understanding of the importance of promoting people's dignity, privacy and respect. People we spoke with confirmed they were treated with dignity and their privacy was respected at all times.

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 told us they had received appropriate training and support to ensure they possessed the skills and knowledge required to meet people's assessed needs effectively. They demonstrated a clear understanding of their responsibilities and knew when to escalate concerns relating to people's health, safety and wellbeing.

Staff responded promptly to people's needs and preferences. People told us staff listened to them, respected their choices and followed their wishes when providing care and support. Feedback consistently indicated that people felt valued, listened to and involved in decisions about their care.

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

People could be assured they would receive care and support from staff who felt well supported in their roles by the management team. Staff told us rotas were planned effectively and allowed sufficient travelling time between visits, helping them to provide care safely and without feeling rushed. They also confirmed they had access to an out-of-hours on-call service for guidance and support whenever required.

Staff told us they regularly attended team meetings, which provided opportunities to discuss operational matters, share information and contribute to service improvements.

The workforce was diverse, and staff consistently told us they were treated fairly and with respect. There was no evidence of discrimination. Where required, reasonable adjustments were put in place to support staff and enable them to carry out their roles effectively.

Staff spoke positively about working for the service. One member of staff told us, “This is a lovely place to work.” Feedback from staff reflected a positive and inclusive culture where they felt valued and supported by the management team.