Wright Homecare 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 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 and staff team 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 had positive relationships with the staff, who were attentive to their emotional and physical well being. People were addressed by their preferred names. Staff showed an interest in people and their preferences. Relatives confirmed staff were kind and caring. One relative told us, “The staff are very caring. I am more than happy, they know [relative’s name] inside out.”

The provider treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s individuality was respected and staff made efforts to accommodate people’s personal preferences and communication styles. People were encouraged to participate in activities of their own choosing, such as trips out into the local community for walks and to local eateries and other establishments.

People were supported to personalise their bedrooms in accordance with their tastes and interests.

People were supported to make choices about their daily lives, including meals, clothing, and activities, and were encouraged to maintain independence. Staff did not wear uniforms to maintain a homely, relaxed and non-institutional environment.

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

The service had a monitoring system in one person’s bedroom that balanced their independence with safety and responsive support. This was put in place following MCA guidelines.

People told us they were supported by staff to engage in activities of their choosing, such as visiting parks, pubs and going on holiday. A relative told us “My relative is off on holiday soon. They absolutely love living at the home. I keep a close eye on them, but I don’t really need to as they have a great life, and they are really well looked after.”

People were supported to understand their rights and be involved in the development of their own care. Representatives involved in the development of people’s care was documented appropriately. Support plans identified what people were able to do for themselves and where they needed support. People’s preferences, goals and aspirations were detailed in the support plans and integrated with the daily tasks.

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 had developed a strong rapport and a good understanding of people’s communication needs. Staff were able to tell us about people’s preferences and routines. They had a good understanding of people’s anxieties and how to support them in managing these.

Relatives told us that staff acted quickly to minimise any discomfort or concerns and contacted GP’s and other relevant healthcare professionals in a timely manner. The service communicated effectively with other agencies, providing communication and hospital passports where needed, to ensure continuity of care and a shared understanding of each person’s needs.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.