Indiana Health Care Services

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 Requires Improvement. At this assessment the rating has changed to Good.

The provider was previously in breach of the legal regulation in relation to dignity and respect. Improvements were found at this assessment and the provider was no longer in breach of this regulation.

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.

Feedback from relatives and people was positive about the staff that supported them and about the service. People and relatives used words to describe the staff such as “exceptional”, “life savers”, “genuine”, “kind”, and “caring”.

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

People and their relatives said staff took great care when delivering personal care to ensure that peoples' privacy and dignity was respected. For example, asking relatives to leave the room when personal care was being delivered, and ensuring that curtains were always closed. Staff also always knew peoples' preferred name and used it at all times.

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

Staff were supporting people to maintain their own skills and abilities, to help people maintain as much independence as possible. People were supported to have choice in the support being provided by the staff. For example, people and their relatives fed back staff had consistent relationships with people and so were able to explain and offer choice in all the tasks they were carrying out.

The provider listened to and understood peoples' needs, views and wishes. Staff responded to peoples' needs in the moment and acted to minimise any discomfort, concern or distress.

The service had supported people to return to their homes safely from hospital stay. For example, a person was being urgently discharged from a long stay in hospital and without request from the social care system, the provider ensured their electricity and water was reconnected, cleaned their house, brought food in, and made the house welcoming before the person came back into their home.

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

The service supported staff to feel safe and supported at work. Staff were reported to sometimes suffer racism from the community, and the provider and management staff supported staff with the distress caused by this.

Staff said they were well supported by the provider and office staff though there was some feedback that the visit pattern could become very busy and breaks were sometimes shortened.