Stocks Home 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 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. People and relatives consistently gave positive feedback about the way staff supported them and described caring relationships built on trust and familiarity. Relatives also described staff as patient, reassuring and attentive, particularly when people felt anxious or required personal care. Staff respected people’s privacy during care tasks and took time to engage people in conversation, which helped them feel valued and at ease.

The provider always treated people as individuals and took account of their personal preferences, history and routines. People told us staff adapted their approach to suit them and understood what mattered to them. For example, one relative explained how staff incorporated music and hobbies into care visits, while another said staff adapted care to reflect the person’s sense of humour and personality. People were involved in reviews of their care and told us staff listened when their needs changed.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us staff offered choices about daily routines such as personal care, meals and activities and respected decisions when people declined support. One person said staff supported them to do what they could for themselves and stepped in only when needed. Relatives confirmed people were encouraged to make decisions, including what to eat, when to wash and whether to go out. Staff were also responsive when people’s circumstances changed, ensuring care plans were reviewed and updated to reflect new needs.

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 relatives told us staff were reliable, usually arrived on time and informed them if they were delayed. When issues arose, such as changes in health or wellbeing, staff took action and communicated with families and professionals. One relative told us staff raised concerns about decline in health, which led to a referral for specialist support. Professionals described the service as proactive in identifying and escalating concerns and responsive to emerging risks.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff described a positive culture and said they felt supported by managers and office staff. Professional feedback highlighted that the provider took staff safety seriously and acted to protect staff wellbeing, including requesting double-up calls when risks were identified. Staff received regular training and support, which helped them feel confident in their roles and contributed to consistent, caring relationships with people.