Zach's Care

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 inspection we rated this key question Good. At this inspection the rating has remained Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

People were positive about their support and told us staff treated them with kindness and compassion. Staff knew people as individuals and supported them to have choices and be independent if they chose to be.

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.

People spoke positively about their support and the kind and caring nature of the staff team. Staff spoke about people knowledgably and with kindness and compassion. They told us how important their care visit may be to people and how important it was to treat people as they wanted to be treated. One family member said, ‘‘[Staff] are very kind and caring and it is clear they are not ‘in charge’ but [family member] is. They are treated with the utmost respect.’’ Staff told us how they promoted people’s dignity whilst supporting them. One person told us, ‘‘[Staff] respect my privacy and make sure I do what I can do by myself without them. This means a lot to me.’’

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Staff knew people well as individuals and knew how they liked to be supported. They explained what people’s preferences likes and dislikes were and understood how important these were when supporting people. They knew people’s cultural beliefs and how to respect and support people in line with these. One person said, ‘‘[Staff] know me very well as a person. I think it started from the beginning when they asked me everything and asked me how I wanted to be supported. This was shared with the staff, so they knew what to do from day 1. If I need anything done differently then I just let them know.’’

Staff supported people to be independent if they chose to do this. People’s care plans showed where people needed support and where they could be more independent. One relative said, ‘‘Doing things for themselves has always been important to [family member] so it is lovely to see how staff understand this.’’ People told us they were supported to be in control and make choices about all aspects of their care. Staff recorded the choices people made in their care records. One person said, ‘‘I would say I am in full control of everything. [Staff] offer me choices as they go even though they know how I like things done. It is nice they do not assume.’’

Staff responded to people’s immediate needs. If people needed support from emergency services staff contacted them and stayed with the person to make sure their needs were met. People were able to request changes to their care visit times at short notice and staff and the management team supported this and changed the care visit times to meet people’s needs. One person said, ‘‘It works really well for me that I can change and be flexible with my care times. The staff always arrange them for the times I need.’’

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff enjoyed working at the service and felt well supported by the management team. They had regular discussions and supervisions to discuss their job roles and any support they may need.