Anytime Care 2020 (Hampshire)

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.

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.

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.

Staff described treating people with respect and compassion. One staff member said, "We always support clients and colleagues equally and treat people with dignity, respect and compassion." One person said, “I feel very cared for and they [staff] always treat me with dignity and talk to me nicely”.

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.

Staff took time to understand each person's preferences, routines and goals, and adapted care accordingly. For example, staff changed a person's morning visit time after learning they preferred to start their day later. This ensured care reflected the person's wishes rather than the preferences of others. A member of staff said, “No 2 people are the same, so we always take time to understand what matters to each person. We adapt our support to their preferences, routines and goals so they can remain as independent and in control of their lives as possible."

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 make choices about their routines, meals, clothing and care. One staff member said, "I always make sure the people have full control over things." This approach was demonstrated when staff respected 1 person’s choice to change their support time to better suit them.

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 described responding appropriately and promptly when situations changed unexpectedly. One staff member recalled finding a person on the bathroom floor who later became unresponsive, explaining, "I stayed calm, reassured them and followed my training." Relatives and people told us the staff team were flexible.

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

Staff wellbeing was actively promoted through regular supervision, ongoing communication and a supportive culture. For example, 1 member of staff told us they lacked confidence in undertaking further qualifications. With encouragement, guidance and regular check-ins from their manager, they successfully completed their National Vocational Qualification (NVQ) Level 3. The member of staff said this had significantly improved their confidence, knowledge and ability to carry out their role effectively. This demonstrated the provider's commitment to supporting staff wellbeing, development and career progression. Staff consistently told us the leadership team were supportive, flexible and understanding.