Heart of Gold 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.

At our last assessment we rated this key question good. At this assessment the rating has remained the same. 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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

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

People were supported to have choice and control over their own care and make decisions about their care and treatment.

People were supported to maintain relationships and networks which were important to them.

The provider ensured they took reasonable and appropriate steps to enable people to be supported by someone of their choice during most visits.

Staff supported people to use specialist equipment to maximise their independence and outcomes.

The provider ensured people had social inclusion risk assessments in place which reviewed whether the person required support with accessing social activities to enhance their lives. If social support was required, a collaborative solution was identified which considered the amount of support required.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

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

The provider had an appropriate staff wellbeing policy and procedure in place, although some of the procedures were not being completed including individual wellbeing assessments.

The provider ensured staff had access to an employee assistance programme. This included access to support for legal, financial, emotional, health issues and work concerns. Staff counselling was also available.

The provider had an employee safety handbook which was related to health and safety matters and referred to employee responsibilities.

The provider completed lone worker risk assessments which ensured any risks associated with lone working were identified.

Staff told us they felt valued; their workload was manageable and felt they could voice their experiences with the registered manager.