Hopecare and Health 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 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 relatives told us staff were kind, caring and treat them with compassion. For example, a relative told us staff always provided personal care to their loved one in a private space and were respectful throughout. A relative said, “When [name] has visitors the carers make sure the bedroom door is closed when they are doing care. They (staff) are lovely, [name] treats them as friends, they have a good relationship.” The service had received compliments from people, about the kind and caring support provided to them.

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 told us staff knew them well and tailored their support around them. A person told us, “Staff always make sure I am comfortable. They realise my needs. They make sure they heat my wheat bags in the microwave before the go. They are really kind to me, the first thing they do when they visit is feed my cat, I rate them very highly.” Care records were person centered and contained information about people's wishes and preferences. Including dietary preferences, activities, life history and who was important to them. Staff recorded people's care appropriately, including people's emotional and mental well-being.

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 relatives told us staff asked people their wishes before carrying out care. Staff supported people with varying needs, such as providing support with meals, personal care, health appointments and/or community outings. Staff understood their responsibilities to offer choices to people and to meet people's individualised needs. A staff member said, “I treat each and every person differently. Ensuring they receive their care according to their specific needs.”

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 relatives told us they had their needs met by staff; they told us staff tailored their support to their loved one’s individualised needs. People told us staff prepared their food if required and staff had received training about nutritional needs. Daily records evidenced people had their day-to-day needs met.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff were supported to professionally develop and received regular supervisions. Staff told us they were happy at work and the communication amongst the team was good. A staff member said, “The manager is supportive and helpful.”