Select Choice Community Support Ltd

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

This is the first inspection 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.

People and relatives were respected and valued by staff who knew them well and behaved in line with the provider’s person-centred ethos. The provider supported staff well to fulfil their role effectively. They were given the time to meet people’s needs in a calm, respectful way.

The registered managers led by example in terms of how they wanted people to be treated. Person-centred care, and dignity, was at the forefront of care planning and delivery.

The registered manager and experienced staff reviewed care packages to ensure people’s needs and preferences were met.

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 treated people with patience, respect and dignity. They listened and enabled people’s choices. One person said, “[Staff] have been great with the little things that make a difference. I was out of bread the other day and they noticed – they didn’t have to, and I didn’t ask, but they nipped out and got me a loaf before they left.” One relative said, “You either got it or you haven’t, and they’ve got it: they care and you can tell.”

People were always listened to, and their views incorporated into care planning. Staff confirmed they had the time to provide the level of person-centred care they needed to, and to ensure they weren’t rushed when supporting people. There was a culture of kindness the registered managers had forged whilst the service was small.

People’s individuality was respected. Good days and bad days were clearly understood by staff who knew how to adjust their approaches accordingly. People’s personal, cultural and social needs were understood and valued.

Staff tailored their communication style approach and made sure they had regard to people’s cultural backgrounds and beliefs. The provider had successfully matched staff with people they were likely to build a rapport with, meaning there were no clashes of personality. Policies reflected the person-centred approach to planning care.

People were supported to make choices by a provider who recognised everyone had differing levels of independence. Staff understood the importance of people owning individual tasks, and helped them break down daily duties to ensure they could complete them as fully as possible. Staff were led by people’s preferences and how much they wanted to do.

One external professional said, “Select Choice is one of the few that have ever expressed not only willingness, but eagerness and proactivity regarding helping the client I share with them to follow their physio regime and become more independent.”

Systems and processes ensured staff understood people had the right to have choice and control. The provider understood the importance of people’s support networks and ensured people were able to maintain relationships.

Care plans were sufficiently detailed and contained pertinent information about people’s needs and preferences – staff found these easily accessible.

Staff responded quickly to people’s changing needs. Where there was a level of emotional fluctuation, they knew what potential triggers to look out for, and how to calm situations. One relative said, “There used to be quite a lot of lashing out but that was frustration. Staff know [person] and it’s very rare anything like that happens because they know [person] so well. They are really subtle about de-escalating things.”

Care planning was detailed with regard to these techniques and staff understood them.

People and relatives described a service that was dependable, and flexible when the need arose. People were involved in deciding how much support they needed and how often staff visited.

The provider had policies and processes in place to support staff wellbeing. Staff confirmed they were well supported and the provider was true to their caring ethos. Leaders were always available and took an active role in continual improvement, learning and reflection.

One staff member said, “[Management] have a listening ear, they are always available to see me in the office whenever I request for an appointment. They are also interested in my long term career plans and training.” Another said, “They always give me the support I need.”

The provider had a range of policies and procedures in place to ensure staff wellbeing was appropriately supported. They had plans in place for further recruitment.