Epicare

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 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 told us, ‘‘I shut the door, cover the clients appropriately, close curtains if needed’’ and ‘‘I keep client’s information confidential and do not share private information about them. I ensure personal care is done in a sensitive and private manner. I talk to my clients with respect and nice tone. I do not raise my voice and use their preferred name.’’
People using the service confirmed they received compassionate care that promotes, dignity, respect, privacy and confidentiality. A relative told us, ‘‘The staff are very kind and caring, and one thing I must say is that there is an aura that comes from the managers and is ingrained within the staff, they are all very kind, caring, they listen to us, and they have befriended [family member]”. Another person told us, “Yes, the carers are extremely respectful of me, my family, our home, and our culture.”
 

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. Care plans included detailed information on each person’s preferred name, daily routines, food preferences, preferred places to eat meals and snacks, mealtime choices, activities, social needs, and religious beliefs. This meant staff had a good understanding of each person’s individual needs and preferences, which were reflected in the care and support provided.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff told us they supported people to maintain their independence when meeting their care needs. One member of staff said, ‘‘I encourage them to participate in their care and help manage tasks by making them into small steps. I offer reassurance and supervision.’’ People confirmed that they were supported to have choice and control over their own care and support. People using the service told us, ‘‘Being independent is difficult for me, however when I’m being supported with personal hygiene, I am able to shower the top half of my body and also manage to dress the top half as well’’, ‘‘They meet all my needs, cheer me up, I have learned to cook the food I like” and ‘‘Yes, the carers encourage [family member] to maintain their independence, they can still dress themself but need support and encouragement with showering.”
Staff supported people to have access to activities and the local community to promote and support their independence, health and wellbeing. A relative told us, “[My family member] is supported to go for walks three times a week. They walk near the local mosque, which they enjoy looking at, and staff also take them on different routes. Although there is little they can do independently, this aspect of their life is very important and meaningful to them.”
 

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. The service communicated with people and engaged them in discussions about their immediate needs. Staff recognised different ways in which each individual may be communicating discomfort, pain or distress, including both verbal and non-verbal cues. They escalate concerns if they believe this may indicate a deterioration in the health and wellbeing of people.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff reported that they felt valued and were treated in a manner that supported their wellbeing. They also stated they had regular opportunities to provide feedback on issues, raise concerns, and suggest ways to improve the service or staff experiences. Staff had access to handbooks, which included information on breaks, rest periods, annual leave, and wellbeing.