On Time Care 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 service 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 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 interactions showed people were treated with kindness, empathy and compassion and staff respected their privacy and dignity.

Relatives and professionals told us staff treated people with kindness, compassion, and dignity.

The registered manager told us, “I complete spot checks. I seek feedback from people and their relatives and also other professionals involved in people’s care. I regularly review people’s daily notes.”

The service treated people as individuals, and they mostly 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.

Staff told us they received specific communication training to help them effectively communicate with some people.

A relative told us about a need their relative had. They told us all the staff followed a particular practice to ensure they were meeting this individual need which reduced their relative’s frustration.

The registered manager told us, “Through the initial assessment we identify needs, wishes and any cultural preferences. We build a care plan according to the person’s needs. We look for a holistic approach.”

The service promoted people’s independence, and people had choice and control over their own day-to-day care, treatment, and wellbeing.

Systems and processes were in place and staff understood people had the right to have choice and control over how their care needs were met. Staff told us they involved people where they could, for example during medicines administration. Staff told us people had the right to refuse, and they would respect their wishes.

The registered manager told us, “On a weekly basis we complete an activity planner with some people and people who know them well. We use social stories to ensure people can choose where they want to go. We use pictures and objects of reference as well. We make sure there are 2 options available if there are likely to be issues due to the weather.”

We reviewed people’s daily notes and saw evidence people participated in a wide variety of activities.

The service 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 told us they knew people well and described what action they would take when people became distressed. Staff told us they would always redirect and reassure people in the first instance.

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

Staff members told us the provider was a good organisation to work for, 1 staff member told us, “The company always encourages us to complete lots of training to improve our learning. I was encouraged to start a National Vocational Qualification (NVQ) level 5 which I am now in the process of completing.”

Team meetings were held to discuss issues relevant to the service or staff experience.

A staff survey had also been issued to encourage feedback. The feedback from staff was positive so no action plan had been devised.