Servoca London

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 newly registered 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.

Care staff supported people to express their views using their preferred method of communication. For example, if a person’s first language was not English or if physical communication barriers existed. This was recorded in people’s care records. Care staff, in partnership with people using the service, agreed the most effective ways of ensuring clear communication and this was recorded in care plans.

General Data Protection Regulations (GDPR) were understood and adhered to by the provider.

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.

A care worker told us “I respect people’s privacy, dignity, and choices. I involve them in decisions about their care and always communicate respectfully.”

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

People's privacy, dignity and independence were respected. People’s care plans described how care staff should support people in a way that respected their privacy and dignity and encouraged people to maintain as much independence as they reasonably could.

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.

Care staff were able to describe what they would do to respond to immediate needs, for example,” If someone’s needs changed suddenly, I would remain calm, assess the situation, provide immediate support, and report concerns appropriately.”

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

Each member of the staff team participated in one-to-one (supervision) meetings with the service provider and team meetings.

A member of the care staff team told us, “Yes, I feel supported by my employer. Management listen to concerns and provide support when needed.”

The service fostered good relationships with and among the staff team through the support mechanisms in place, for example during quarterly 1-1 supervision and day to day communication and regular staff team meetings.