Clarity Homecare Coventry

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

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. 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 relatives were complimentary about the staff and how they protected people’s dignity whilst maintaining respect. One relative told us, “Excellent, they are all great. Some have really high communication and good emotional intelligence.” Another relative said “I have no concerns; they treat [name] with kindness and respect.”

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.

All care plans we reviewed were person-centred and included details about people’s histories, physical health conditions and care treatment. Staff knew people well and communicated with them in their preferred language. One relative told us, “If they didn’t speak the language there would be a barrier. Everything is going well.” Staff adapted the needs of individuals depending on how each person was on the day. Staff told us they tailored their communication approach and levels of reassurance based on what worked best with individuals. Other comments from relatives included, “They take [name] to the temple, they take [name] shopping when they needs to go out. They provide care how they want it.”

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 encouraged to maintain aspects of their daily lives independently, including cooking, shopping, travelling independently and administering medication if they were assessed to do so. Staff involved people in decisions about their care and support using their preferred method of communication. One relative told us, “[Name] makes all the decision around the care and support.” Another relative said, “[name] tell staff what they want. They tell them what they feel like eating.”

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.

Staff had a good understanding of people’s individual communication style which meant they were able to provide reassurance, comfort or access to medical support when required. One staff member told us, “We can tell by the way they talk and their mood. For example, person I go to, their mood is sometimes sad. I know, I will ask if there is a problem and support them where needed.” The manager told us they aimed to provide continuity of care with people receiving care from the same staff which helped to forge strong relationships. A relative told us the service provided support when they needed, “The times I have is when I need them, getting [Name] ready for school and receiving them. That’s the time I need them most. They’ve been good up to now”.

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

Staff told us they felt supported by managers and were complimentary of the Registered Manager and the support they provided. However, the provider needed to strengthen supervision sessions to ensure staff received regular supervisions. Staff had access to training opportunities as well as group training sessions to enable learning and development. Further development was needed for staff to access regular team meetings.