Enigma Clinical Solutions 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.

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 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Most people and their relatives gave positive feedback about staff and the service they received.They were happiest when they were supported by regular staff, and felt staff were kind and helpful. Comments included, “10 out of 10 as things stand now” and “We are very happy with the service and the carers who look after my [relative].” Another relative told us, “I can really praise [staff name] who has built a trustworthy relationship with them. I really hope [staff name] never leaves as they get on so well. [Staff name] is a very hard worker.” Some people spoke very highly of key staff members, but told us their experience with others was less positive.

Staff spoke about people with kindness and compassion and explained to us how they respected people’s privacy and dignity, particularly with personal care. One staff member said, “We have to be patient. We have to be gentle. We don't rush them. We have to understand the difficulties they face and take it easy and slow.”

The registered manager carried out regular spot checks to ensure good quality care was being consistently provided. Action had been taken when staff performance did not meet expectations relating to kindness and compassion.

The provider did not always treat 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.

Most people and their relatives told us they felt staff knew them and understood their needs. Comments included, “I think they have learned over time what her needs and preferences are” and “They are aware of his individual needs.” However, one person told us they had requested support from a female staff member but had been told this was not possible.

Staff accessed information about people, especially when they were new to working together. However, some areas of care records were not consistently completed. For example, relating to people’s communication needs and preferences. We raised this with the management team, who took immediate action to improve records. When staff worked more regularly with people, they knew them well and had a good awareness of their needs and preferences.

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

People were supported to have choice and control where possible. For some people this meant decisions about day to day matters such as what to wear or eat, and others were involved in more complex choices about their care and support.

People were encouraged to maintain and develop their independence, for example by doing as much as possible for themselves. Staff told us they encouraged people to remain independent by encouraging them to do as much as they could. This included in daily living and personal care tasks. One staff member said, “I always ask if a person can do something before doing it for them. Some people are really capable.”

Some people were supported to access the local community. This helped promote and support their independence, health and wellbeing.

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’s relatives felt staff were responsive to their family member’s needs. They said staff took action to prevent or reduce discomfort, concern or distress when possible. Staff told us they understood how people expressed pain or distress, particularly if they had limited verbal communication. A professional said the service responded well, “Particularly where risks are clearly identified and require an urgent response.”

Care records contained instructions for staff to follow in the event of an emergency or change in presentation. Professionals told us some staff would benefit from increased confidence in taking action promptly.

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

Staff told us they were well supported and felt valued by the management team. Comments included, “If I have any problems or concerns, I just speak with them” and “Once a month we also have a meeting, but we don't have to wait to bring up any problems. The managers are accessible.” The registered manager took staff’s personal circumstances into account, for example to support childcare arrangements or when public transport was limited. Staff said the registered manager was approachable and they felt able to take queries or concerns to them.

The management team described various ways in which they supported staff. For example, with an employee support helpline, branded gifts and staff celebrations.