Josh's Care Company 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

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 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 85 (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.

People consistently told us staff were kind, caring and treated them with dignity and respect. Staff knew people well and had developed good relationships with them. One person told us, “Sometimes I need to be cared for in bed. Staff always respect my dignity.” Another person told us, “Staff are kind and allow me to be independent. Having 24-hour care can be difficult, staff help me feel like a ‘normal’ person again.”

A professional working with the company told us, “The team is approachable and has engaged well with the [the organisation]”.

The provider treated people as individuals and ensured people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, inclusive, innovative culture of continuous improvement and unique backgrounds and protected characteristics.

People consistently told us they felt supported as an individual. One person told us, “Staff treat me with compassion and understanding, I am the centre of everything they do.”

People’s individual needs and preferences were detailed in their individual care plans. The company matched staff with similar interests to support people to participate in their chosen leisure pursuits. For example, for one person to go fishing, staff supported the person to bait their fishing line; another person attended football matches with a member of staff who was a supporter of the same team; when one person requested specific support to attend a parade event, the provider arranged for a member of staff from the same community to go with them. One person told us, “Staff know me well, they go above and beyond to understand how I feel and make sure everything is my decision.”

The provider demonstrated their understanding of people’s cultural needs and preferences. For example, during induction a team member asked if there was somewhere for them to pray. A dedicated space for prayer was set up to allow people the opportunity have a dignified place to use when needed. People worked with their area nurse manager to identify specific requirements whilst respecting their cultural values. For example, when families required staff to be female sex to be able to provide support in their homes.

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 understand their rights and make choices about how their care was to be provided. The provider utilised various ways to promote people’s independence, including the use of various forms of technology and equipment, including communication aides. The provider incorporated braille on their staff badges so more people could safely identify the staff who supported them. People were provided with tailored support to ensure they remained as independent as possible. One person told us, “I can now go to the wheelchair sport club with my support staff. This has helped me with my wellbeing, mixing with others and playing sport. I am doing more because of my 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.

People and staff knew who to contact if people needed urgent help or support. Staff were trained to recognise and respond to symptoms requiring early intervention to prevent serious complications. The company had invested in producing emergency care cards to share with stakeholders and the community to raise the awareness and understanding of people’s complex needs.

People trusted staff to understand their complex needs and were comfortable their needs could be met. One person told us, “Staff understand the risks and how to support me through a medical emergency. Staff have been flexible to support when emergencies arise resulting in changes at short notice.”

Staff were committed to the company ethos of empowering lives through compassionate care. For example, when a person was admitted to hospital, the provider enabled the family to maintain visiting over a bank holiday and ensured they had the opportunity to enjoy a festive meal.

People told us staff were all kind and went above and beyond. One manager described the focus of the provider as always being about outcomes for people, and said, “It is the little things, people are well cared for, and they lead meaningful and engaged lives. Staff demonstrated their commitment to this focus, one member of staff told us, “We get to know people, the small stuff is really important, people are happy.”

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

Staff were supported and valued by the provider. Staff told us they were happy to contact the office with any queries or questions as there was always someone available to help. One member of staff told us, “If I have any worries, I can speak to the manager or the [management] team. We are like a family; there is always someone there to talk to. I can talk to any member of the team. It feels like we all work together. If something goes wrong, we are supported to get it right.”

Staff were offered regular supervision with their named supervisor. Staff appreciated the opportunity to receive consistently positive feedback. One member of staff told us “I speak to my supervisor regularly, it is an open door here, I can call and arrange to speak to them. It is good to get feedback, it is important to know I provide good care, I feel appreciated.”

Another member of staff described how they were supported by the provider during a difficult time, they told us, “They [the provider] are different to other companies, managers are genuinely supportive and kind; it keeps me working here. Everyone, including staff, is treated the same. Our motto is to be kind, everyone here is.”

One member of staff told us, “I know what good care delivery is and working for this [provider] I am able to follow my passion, I feel exceptionally safe and am working to achieve my best self.”