Agincare Enable Limited (Wiltshire and Swindon)

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 ensured people felt well supported, cared for and treated with dignity and respect.

This is the first assessment for this key question since the provider changed. This key question has been rated good. This meant people felt well supported, cared for and treated with dignity and respect.

This service scored 80 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from organisations they worked with in a respectful and dignified way. One professional told us “ I always like going on site visits” and when we asked why this was, we were told it was because ‘people are always so happy’. and “staff are knowledgeable and open to ideas”.

People told us staff treated them with kindness and dignity. Comments from numerous people included, “I love living here” and “staff are good”.

The registered manager told us they completed observations of the support staff provided to people. They told us they were assured staff were treating people with kindness and compassion. All interactions we saw between staff and people during our onsite visits appeared positive and thoughtful toward a person’s needs.

The provider treated people as individuals and made sure the delivery of care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture, unique backgrounds and protected characteristics. One person was supported to help other people and was asked if they wanted to be a spokesperson for others during home meetings.

Another person was supported to lead on changes to their home so that it was adapted to suit their needs.

Staff described the individual approach they took to meeting people’s needs. This ensured care was provided in ways that were led by the person. This was reflected in the information recorded in people’s care plans. A relative we spoke to told us: “Our [family member] is supported to plan his menu, buy and cook his own food and clean his room.Staff are particularly good at encouraging him to achieve his best in line with his abilities”.

The provider promoted people’s independence. People knew their rights and had choice and control over their own care, treatment and wellbeing. People told us staff supported them to be as independent as possible.

People spoke to us about the clubs and activities they had chosen and how staff enabled them to attend. Staff helped people to do things like learning to read, learning a language or travel training so that they could be more independent.

Another person told us they love parties and staff had helped them look for and attend parties with their friends that other providers had organised in other areas of the county.

Care plans set out details of what people could do for themselves and how staff could encourage people to be independent while supporting them. This meant people were empowered to achieve goals and take risks appropriately.

Staff had successfully worked with a housing provider to install a permanent accessible slope which allowed access to the garden. This meant a person with mobility needs could continue to live in the house and access the garden according to their needs.

People were supported to be in consensual relationships with others and supported to travel to other countries to spend time with relatives.

Staff supported people to request changes to their homes such as garden landscaping, barbecue and patio areas.

The provider had worked hard to promote individuals to have their own mobility vehicles despite certain challenges. This meant that people were empowered to access activities further afield and were not at risk of isolation. One person told us “I love having a car and keeping it in the garage, I help to keep it clean and tidy as well”.

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.

Care records supported people’s choices and provided a holistic overview of how people’s wishes were met.

We observed staff asking people what activities they wanted to do and where they wanted to go. One person was due to access the local town via public transport but due to the change in weather, staff asked if they would like to access the community later in the day. Staff sat down with the person to look at the weather and to plan the trip for later in the day.

We spoke to a person who told us about a recent bereavement. They told us staff had supported them well.

The provider had a behaviour support specialist who supported the services in developing positive behaviour support plans and who spent time with people working with them so that they can have an individualised support plan.

The provider cared about and promoted the wellbeing of their staff and supported them to always deliver person-centred care. Staff told us they received the support they needed to do their job well.

Staff told us the registered manager was open and they were able to share any concerns they had. Staff said they were confident the registered manager would act on any issues and were invited to meetings to share concerns and best practices. This meant staff were able to celebrate success together which added to a consistent and positive team working approach.

Staff told us there was a wellbeing package for them that the provider subscribed to. This meant staff had access to off-site support from a recognised provider of wellness services. The service was a 24hour service meaning staff could access support at any time not just during work hours.

Staff said managers were flexible with them and they are offered a range of shifts.

One member of staff told us that during a period of maternity leave, they had regular keep in touch days.

Some staff informed us that there were opportunities to progress internally with the company and staff were supported to upskill. The service manager informed us that the provider was funding them to undertake a level 5 qualification in care and management.