Outlook Care - Veronica Close

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.

During our visit, we saw positive interaction between staff and people. People were supported by staff who were kind, compassionate and treated them with respect. A person said, “I like the staff here.” A relative said, “Staff treat my [relative] with respect. They are brilliant.” Other relatives we spoke with also confirmed staff were competent and treated their loved ones with kindness, compassion and dignity.

Staff knew and understood people well, including their preferences, wishes, personal histories and backgrounds.

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.

The care plans we reviewed provided staff with details about the person’s health diagnosis, people important to them, their strengths, likes and dislikes, and things staff should do and should not do while supporting them. People and their relatives had been involved in developing their care plans to help ensure they reflected their needs and preferences. A relative told us, “My [Relative] is happy and safe. They seem to like staff”.

Staff had a good understanding of people’s needs and how to meet them and people confirmed staff understood their needs.

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

People’s care plans provided detailed information about what they could do independently and where they required support. This helped to promote their independence.

Person’s wishes were documented in their care plans. People’s independence was promoted. For example, people were encouraged to do household chores under supervision. The care plan we reviewed, clearly highlighted the support the person using the service required and how staff can meet those needs. The provider followed best practice in line with the regulatory guidance available.

Care plans contained details of people's health diagnoses, communication needs and provided information on how the person interacted with other people and staff, for example facial expressions, hand signals and actions.

Staff told us how they supported people to make choices about their care and to be as independent as possible. Some people also visited and spent time with their relatives at weekends.

Support workers understood the importance of supporting people to maintain their independence and to live at their home for as long as possible. For example, people were supported to do house chores such as preparing meals, shopping, laundry and cleaning. Staff supported people with accessing the community such as visit to local leisure centres, art and craft sessions, and eating out on their preferred day.

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 were involved in developing and reviewing their care plans. Positive behaviour support plans were also in place to support people. People’s health and medical needs were recorded in their care plans, along with contact phone numbers for next of kin, healthcare professionals including GPs, and social worker. This meant staff had up-to-date information about how to meet people’s needs. Staff we spoke with had a good understanding of how to support individuals and people told us their needs were met. Relatives told us whenever they shared their views about their loved one’s health and wellbeing, they had been listened to carefully and addressed by the provider.

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

The registered manager confirmed they had regular formal meetings with staff to discuss support and professional development opportunities. Staff had supervision, and appraisals in line with the provider’s policy. Staff also completed professional qualifications in health and social care. All the staff completed induction training to understand their role and develop their skills. The provider assessed staff competencies in particular medicines management, to ensure people’s medicines were managed and administered safely.

Staff we spoke with were positive about the support they received from senior staff and told us it was a good place to work. A member of staff told us, “The registered manager is always available to support whether its work related or personal life related. They are very approachable.” Another staff member said, “The registered manager is very supportive, nothing to complain about. I had my supervision done; we talked about problems and what I need to improve. This was very helpful.”

Staff were offered flexible working hours due to their childcare arrangements. Annual summer parties for staff, people and their relatives was organised by the provider.