Agincare UK Dorchester

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 70 (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 told us their privacy and dignity were respected. Staff told us they had received training that focused on treating people and each other with dignity and respect. One member of staff told us, “I know the people I am trying to support very well by spending time with them listening to what they say.” Another said, “I always respect their privacy and speak kindly and help them do things themselves as much as possible to keep their independence. This way they feel respected and comfortable.”

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 records contained detailed and personalised information about each person’s preferences, and routines. Feedback from staff confirmed an individualised approach was fully embedded in the service’s culture and everyday practice.

The provider had an equality and diversity policy in place. The policy detailed the providers commitment to uphold legislation and best practice to ensure people and staff were treated fairly.Staff described, “Treating everyone fairly and respecting individual needs, culture, beliefs, and choices”.

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

Care plans detailed how people and staff could promote this. For example, encouraging people to do as much for themselves as possible and by offering choices. Staff described how they encouraged people to remain as independent as possible and be involved in their care. One person told us, “They [staff] always ask me.”

The manager told us people’s rights were central to the agency’s way of working. They told us staff demonstrated these values throughout their work, which was monitored during spot checks and training. A staff member described the importance of, “knowing a person’s routine is important, as is promoting their independence through good communication (eye contact, speak clearly, listening to them and understand their feelings).”

Staff did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment and act to minimise any discomfort, concern or distress.

Some people told us about what they described as a ‘language barrier’ being an issue for them and felt they were not being listened to. This meant that people’s needs and wishes may not always be considered. We told the registered manager this and they implemented an action plan to support staff whose first language was not English.

People and their relatives told us overall communication with the service was effective, and they felt informed and actively involved in decisions about their care. Records we saw showed that staff supported people’s needs and responded appropriately. A staff member told us, “I would inform to the office who would contact the doctor if a client was not eating and drinking enough”.

Staff liaised with external professionals when necessary, ensuring timely interventions and person-centred responses.

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

Regular staff meetings and opportunities for team working had helped to foster a positive and inclusive working culture. This included regular, informal staff check-ins. A staff member told us, “Colleagues are very supportive and helpful so it’s a really nice place to work”.

Supervision and appraisal were used to develop and motivate staff, review their practice or behaviours, and to focus on professional development. A staff member told us, “So far, I am very happy with the support I have received from my manager, I have supervision every two months. I had an appraisal done a few months ago.”

Clear processes were in place to support staff with their mental and emotional health, and staff told us they had felt valued and listened to. Agincare UK Dorchester had a ‘mental first aider’, this is where a member of staff is dedicated to supporting staff with their mental health needs.