Gilead Complete Care Group Limited

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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 was the first assessment of this registered service under a new provider and therefore we assessed all quality statements from this key question. Based on the findings of this assessment, our rating for this key question is good. This meant people were supported and treated with dignity and respect; and involved as partners in their care. People were supported to have choice and control and made decisions about how their support was provided.

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

People felt supported by staff who were kind, compassionate and maintained their dignity. A relative told us, “The management and the care workers are very good. Very caring and very kind.”

Staff knew and understood people well, including their preferences, wishes, personal histories and backgrounds. People were supported to have choice and control over their care and to make decisions about their care, support and wellbeing.

We did not receive any feedback from external health and social care professionals, however records seen indicated there were no concerns in this area.

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 involved in all decisions about their care. One relative told us, "Staff always ask [person] what they want to wear, or whether they need anything before they leave."

Staff understood the importance of treating people as individuals with their own preferences. For example, they were knowledgeable about how they liked their personal care to be delivered.

People’s care plans were up to date, personalised and contained information about their individual 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 over their care and to make decisions about their care, support and wellbeing.

Care workers understood the importance of supporting people to maintain their independence and to live at home for as long as possible. Care workers spoke about how they supported people to make informed choices about how they lived their lives and decide what care would be provide for them.

Care and support plans identified what people could do independently and how staff could assist. This supported people to remain independent and retain choice and control over their care and support.

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.

The service listened to and understood people’s needs, views and wishes.

Staff demonstrated a good awareness of people’s health and medical needs and how they would respond to these if people were to become unwell. Staff had received training in first aid.

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

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

Staff had access to training which supported them to meet people’s needs. They had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service. This was achieved through staff supervision and team meetings.