Expert Care Solutions Ltd Fleet

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 requires improvement. At this assessment, the rating has changed to 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 had access to information about people’s personal history, backgrounds, and preferences. A person told us “They are polite and kind, we have a laugh. I try to do as much for myself as I can.” Another person’s relative said, “They are friendly and kind, they worry about the pain [person] is in.” Spot checks took place regularly to review the standard of care and client feedback was sought. There was an anonymous client feedback survey sent each year, and the results were reviewed to improve the service.

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.

People’s care plans detailed what people could do for themselves and where they required support from staff. Staff supported people to remain as independent as possible and were aware of people’s interests. A relative of a person told us “The carers chat to [person] about what they are going to do today and engage with him.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment, and well-being. Staff understood the importance of treating people as individuals and meeting their personalised needs and wishes. A member of staff told us “I always speak to a person and try to establish their wishes. I believe it is respectful to take the time to do this." Another member of staff said, “I always encourage them to do something on their own, we are there to promote independence.” Peoples care plans took into account peoples choices, for example one person liked to cook independently but needed assistance with other tasks. Clear details of how the tasks should be completed were recorded enabling the staff to carry out the care according to the persons wishes. The care plan recorded that the care had helped the person maintain their independence and as a result the level of care they needed had been reduced.

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. People said that in the past they did not always have regular carers who knew them well, but this had improved in recent months. A person told us, “I have had situations when I haven’t been so good, and staff have contacted the nurse or their manager.” Another person said, “They found me laying on the floor and got the ambulance. I am confident they would cope with anything.” A staff member said, “I make sure if I see the person has a sore on their body or is sick, I report this to the office and ask they call the district nurses or GP.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff said that they felt supported by the registered manager, one member of staff said "We are lucky enough to have an understanding manager, she will go off topic and question about my wellbeing, I know there is someone who cares about me. I feel that I am in the right place and job, the support I get makes all this happen.” Staff meetings and supervisions were completed regularly giving staff an opportunity to talk about any concerns. Staff development was encouraged with some members of staff enrolled on NVQ level 3 training.