Everycare (Wessex) Limited

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 good. At this assessment the rating has remained good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.
 

This service scored 80 (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.

We received positive feedback from people and their relatives about the staff. Comments about staff included, “They are very caring, they have got good staff, accommodating, they look after [loved one] very well”, “Very pleasant, they are always willing to have interaction with you anytime they are here, very welcoming, they are people you can trust, they are aware of their boundaries” and “Always cheerful when they come in which is quite unique, I am happy with them”.
 

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 supported by staff who understood the importance of their individuality. Staff knew people well. Records showed time was spent during assessment prior to the care commencing to gain detailed information about their interests and things which are important to them.

Staff understood the importance of treating people as individuals. Staff comments included, “People are encouraged to access the community, maintain relationships, and pursue hobbies and interests that are important to them”, “I always treat a client individually”, “I encourage independence and enjoy hearing about their past, hobbies, and what matters most to them” and “We get to know them, and what is normal for them. We also talk with them; socialising helps us know their wellbeing or otherwise”.
 

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

Staff ensured people’s independence and choice were promoted. A staff member told us, “I don't rush a client as it can make it worse and give them choices and support when needed”. Another said, “Staff support individuals to remain as independent and engaged as possible”.
Care plans included information about how to support people in a way that reflected their choices and promoted independence where possible. One relative said, “They encourage [Loved one] to do something, they are very good for self-discipline”.
 

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 knew people well and could spot when people may be unwell or when their needs had changed. Staff were aware of how to follow care plans, record and report changes, access risk assessments, and escalate concerns to the management team when required. A staff member told us, “I take time to talk with clients and get to know them, noticing if anything changes in their behaviour or mood”. Another said, “Safety concerns are reported. For example, I visited [person] who was unsteady on their feet, told office, care was increased”.

The service provided an out of hours on call service to enable people to access support or advice at any time. This always ensured safe continuity of care.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff reported they felt valued and were treated in a manner that supported their wellbeing. Comments from staff included, “I was made to feel welcome from the beginning and was given the information and support needed to start my role confidently”, “I receive regular support from management and have opportunities to discuss my performance, development, and any concerns. Feedback is constructive and helps me continue to improve. I feel valued and appreciated for the work I do”, “I think that the support staff have when they are out giving care is honestly amazing. There is someone on call 24/7 to help with any questions, this has been an invaluable resource during my training”, “Staff members are encouraged to pursue outside hobbies and our work hours can be adjusted to enable us to do such things”, and “I have regular appraisals as well as supervisions and feel very supported and valued”.

Staff had regular opportunities to provide feedback, raise concerns, and suggest ways to improve their experiences at work. These included meetings, 1-to-1s, and surveys.
Monthly health promotion emails were sent out to staff covering many health topics including specific self-help techniques around understanding anxiety, fatigue in the workplace and healthy living. This supported staff to manage their own health and wellbeing needs. One staff member said, “I have never been more supported in any other job. As well as being supported by office staff on the phone or face to face, the care staff also support each other. During a difficult time, I was immediately told to take as much time as I needed and let them know if there was anything they could do”. Another staff member said, “I feel like the service is supportive, nurturing and caring. I have worked in industries where this is not the case, and this is just such a different feeling to be included within such a team of people who genuinely care and support each other”.

The registered manager told us they had previously organised a wellbeing champion training session facilitated by Live Well Dorset to explore how they could further support their team. Staff and Friends of Everycare attended and the registered manager said, “The trainers commented that we were a really good responsive group as a lot of the time people just sit there and don’t say anything.”