United Homecare Ltd

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 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, as well as each other. People were complementary in how staff cared for them. Comments from people and families included, “Staff come and talk to me, tell me what they are going to do, they are very good, I think very much they treat me with dignity and respect. Staff are wonderful.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Staff took account of people’s strengths, abilities, aspirations, culture and unique backgrounds. People’s personal, cultural, social, religious and equality characteristics needs were understood and met. People’s communication needs were known and met to enable them to be fully involved in their care decisions.

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 their families told us staff supported their independence. One person’s family said, “Staff always try to encourage my mum to do small things for herself. This is good as it helps to keep her sharp”.

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. Staff we spoke with knew the process for referral to emergency services and GP’s. One family member told us, “The registered manager is wonderful. Sometimes my mum needs to make appointments with doctor and (they) do it for her. Its a brilliant person-centred service and health is a priority for (registered manager)."

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt valued by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks and supporting staff who had health conditions that required them to be supported safely. Three staff told us they felt like a family in the service and that the registered manager always listened to their needs and accommodated. We saw an example of a staff member who needed emergency time off due to family sickness and it was granted immediately, with the registered manager covering the calls for that person.