Hippo Care Limited

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 since it was registered 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.

People and their relatives gave us positive feedback about the care staff. Comments included, “[staff] are very kind and respectful”, “On the whole I am happy with them. Once we started getting regular carers and continuity was established, there were no real issues. They know dad well, and we don’t have to reexplain things to new carers” and “Carers are kind and caring.”

Staff spoke about people in a respectful manner. Staff were able to tell us how they provided dignified care and support to people. Staff told us, “I always adapt my approach to ensure dignity and respect for protected characteristics” and “I support people with different cultural and religious backgrounds. I respect specific dietary needs, prayer times, personal routines and preferences for male carers.”
 

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.

People and their relatives told us they were happy with the support they received from the staff. Comments included, staff “always ask how you are? How you’re feeling? I am very happy with my carers. I have 1 carer” and “I feel safe with the carer. I get the same carer and like me, [They] speak Arabic, so it works out well.”

Staff were able to demonstrate how they supported people to be themselves. Staff told us, “I promote independence by assessing what individuals can safely do and encouraging staff to support people at their own pace” and “I ensure all protected characteristics are respected and reflected in care delivery. This helps maintain dignity and personalised support.”

We found information about people was recorded in care plans. One member of staff told us, “I read care plans thoroughly and learn about clients’ life stories. One client enjoys discussing travel memories, which helps reduce anxiety and build trust.”
 

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

One person told us, “I am very very happy with Hippo Care Limited. Only occasionally there are issues with timings, but nothing major. They do everything I ask of them. The carer who comes in the morning makes sandwiches for lunch for me. I am a vegetarian, but there are no specific cultural needs.”

Staff were able to demonstrate how they supported people to be themselves. Staff told us, “I encourage clients to take part in their own care wherever it is safe. One [person] likes to clean [Their] glasses and comb [their] hair [themselves]. Even when [they] move slowly, I give [them] the time and patience to maintain independence and dignity.” Another member of staff told us “I encourage independence by supporting clients to do tasks safely themselves. One client enjoys preparing part of [their] breakfast independently. I support [them] while ensuring safety, which boosts [their] confidence and wellbeing.”
 

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 their relatives told us staff were responsive to any changes in people’s needs. Staff confirmed they would contact the office to communicate any changes in people’s needs. One member of staff told us, “I report changes promptly. When a client refused personal care for several days, the approach was reviewed and adapted to suit their comfort.”
 

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

Staff were unanimous in their feedback about how they felt they were supported by the provider and management team. Without complaint staff were very positive about how they were treated. Comments included, “I feel treated fairly regardless of culture, religion or background. I have never experienced discrimination at Hippo Care Limited”, “The service supports my wellbeing by making sure I have breaks, checking in when clients have challenging behaviours, and adjusting rotas when needed” and “My wellbeing is supported through structured breaks, manageable workloads, effective communication and the ability to raise issues openly.”