121 Health&Care 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.

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.

People told us staff were caring. Comments included, “They [staff] are all very nice to me”, “The staff have been marvellous with [person] so respectful and kind”, “They [staff] have been so kind and helpful to us” and “They [staff] are all nice to me, I like them, I have no worries.”

Staff spoke with care and compassion about the people they supported and demonstrated a shared commitment to providing good care.

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.

Care staff understood people’s preferences and wishes. Care plan’s contained good information to support staff to ensure people’s needs and preferences were understood. There were detailed individual plans which gave a holistic picture of the person.

One relative told us how staff interacted with a person who was living with dementia. They said, “They [staff] chat to [person], [person] loves football and they talk to [person] about it and it is lovely to see [person] laughing and being themselves again, if only for a moment.”

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

People who had the capacity to choose, felt they had control over day-to-day choices. The provider and staff had built up good relationships with families, so they had a good understanding of what preferences people might like, even when they were unable to choose themselves. Care planning set out people’s preferences in terms of where they wanted to receive care, where possible. One person told us, “I choose what goes on and how it is done.”

Care plans promoted people’s independence, highlighting people’s abilities as well as people’s support needs.

One staff member told us how they promote people’s independence and choices. They said, “I promote independence and control in their care by respecting their decisions about how they would like to be cared for and providing appropriate information or advice to support their choices.”

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.

When people changed their minds, for instance, choosing how they wanted to spend their time, staff were responsive to this. Staff were patient and helped people communicate their needs. Staff responded to people’s immediate needs. One person told us, “Very helpful. I have no issues at all. I would recommend them [service] to anyone.”

Staff made prompt referrals to healthcare professionals when required. Records confirmed guidance from healthcare professionals was recorded and followed and staff often accompanied people to GPs and specialist appointments.

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

Staff felt well supported by leaders. Their comments included, “We have regular supervision, which is very helpful. My manager ensures that if any improvements are needed, suitable training is provided. She is also very supportive as a person” and “My registered manager is very professional and understanding, and she makes an effort to appreciate each person’s unique character, opinions, and dreams.”

The provider recognised and acted on the recruitment and retention challenges faced in social care. They did everything practicable to ensure the staff they employed understood the benefits and challenges of working in social care.