Shelagh Care Services Limited

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 newly 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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. A relative told us, “We are very happy with the care we receive. They [staff] do a really good job. Staff are all well-mannered and meet all our individual care needs.” A relative told us, “The carers are very respectful, and they all are very polite and kind.”

Staff were able to tell us about people's preferences and how they liked to be supported. A member of staff told us, ''I enjoy getting to know people and understanding what they like or dislike. I love my work because of the people I support.”

The service 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. Staff told us they worked hard to support people and meet their individual needs. Staff built relationships with people to provide support in a personalised way and how they wished to be supported. A relative told us, “The staff are always encouraging my [relative] do things and go above and beyond.”

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care plans and risk assessments included all the relevant information needed to consistently support this approach. Care plans included details about people’s hobbies, interests, important relationships and personal history. This meant staff consistently had the guidance they needed on what mattered to each person, which further enhanced opportunities to promote choice, control and meaningful engagement.

The service 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 registered manager had regular contact with people and their relatives to seek feedback and these discussions were documented. The registered manager told us no formal concerns or complaints had been raised either by people using the service or those acting on their behalf, the local authority or others since the domiciliary care service became operational. This concurred with information held by the Care Quality Commission.

The service cared about and promoted the wellbeing of their staff. Staff felt well supported working at the service and found it to be a positive experience for them. Feedback from staff was positive regarding the support they received from the registered manager. A member of staff told us, “The manager is very approachable, and I don’t have to think twice before sharing any feedback.” The registered manager had a number of systems in place to support and engage with staff. There was an open-door policy in the office and staff could access the office at any time to speak to management.