Roche Homecare (Community)

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 commented, “It’s always the same staff member and we have a close bond”, “They are very good; they never miss my medication. I feel very safe with the staff” and “I think the staff are good, I like them.”

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 contained information about people’s life history as well as any preferences or individual requests they may have as to how care should be provided. People and family members confirmed they had consistent staff who knew them. Staff took time to build relationships with people to better understand their individual needs and preferences.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The manager told us how they encouraged people to remain independent by asking people what they are able to do for themselves and provided reassurances for those who may require support. One staff member described supporting a person who was only able to speak a few words. They used a thumbs-up gesture as a way for the person to express choices, enabling them to communicate effectively and maintain autonomy in their care.

The provider listened to and understood people’s needs, views and wishes. One person told us, “If you need a nurse or a doctor they would give them a call.” Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. A staff member described how they supported a person whose mental health had deteriorated. Recognising the change, they promptly arranged a GP appointment and liaised with the individual’s family. The person was subsequently admitted to hospital for treatment and has since returned to the community, where they are now receiving ongoing support from the mental health team.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff were well supported and felt highly appreciated by the provider and management team. A staff member told us, “We have Roche which stands for respect, openness, caring, honesty and empathy. We always respect people as you would want to be treated. It’s an open-door company. The management team are caring and give brilliant support. They are always there when I need them. I will speak with the manager if I need anything.”