Ability Healthcare Cannock 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 provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this newly registered 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. People and their relatives told us staff were kind, caring and respectful. A person told us, “The staff are absolutely all kind towards me and treat me with respect.” A relative told us, “Staff are all kind to [person’s name], and they seem happy with the staff.” Staff could describe how they supported people to maintain their privacy and dignity. A staff member said, “When doing personal care, I make sure curtains are closed, close any doors, put a towel over the person.” The registered manager told us they were confident people received care and support from staff who were kind and caring as feedback they received showed this and regular spot checks on staff practice supported the feedback.

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 and their relatives told us staff understood their individual needs and preferences. A relative told us, “[Person’s name] does make choices about their care, and they will say how they would like things done and the staff respond very nicely to them.” People’s assessments and care plans were used to define individual needs and preferences, for example with personal care and people’s hobbies and interests. Staff told us they used the information in the electronic records system to guide them in how individuals wanted to receive their support to meet their individual needs. A staff member said, “[Person’s name] is in bed, we try to keep things by them. With [person’s name] they have some trouble walking, we turn the TV on for them. When we talk to people, we find out their preferences.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People and their relatives told us staff encouraged people to have control over their lives and remain independent. A person told us, “We can make our own choices about our care and there are no restrictions.” Another person told us their condition meant they could not do much for themselves but importantly staff encouraged them to stay positive. A relative told us, “The staff are all kind to [person’s name], and they all seem caring people. There are no religious or cultural issues they need to be aware of. [Person’s name] can see their family anytime they want to and there are no restrictions at all with which is good.” Staff told us they encouraged people to retain and, in some cases, regain their independence. A staff member told us, “We try to help them stay active. For example, if someone has the ability, we try and help them to do some of the things themselves, to be able to stay independent we do this gradually.” Care plans were written to guide staff to encourage independence and ensure people retained control over their lives. For example, where people needed help with personal care, the plan set out what people could do for themselves and the help they needed.

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 their relatives all felt the provider was responsive to their needs. The registered manager told us there were systems in place to ensure people could contact the service when needed. People and relatives told us they were able to make requests for changes to be made if needed to their care and support. Staff told us they always had access to an on-call system which they could use to get immediate support when they were on calls.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt well supported by the management team. A staff member told us about a recent experience where they had been fully supported by the registered manager and whole team and the impact this had on them. The registered manager told us about the systems in place to support staff. They described the equality and diversity policy which supported staff and how staff wellbeing was considered in regular reviews and appraisals and how there was a course about staff wellbeing on the e-learning staff had access to. The registered manager also said time for staff to take breaks was built into their day. Staff and records confirmed what we were told.