Right at Home Lymm and Warrington South

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 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 told us staff were kind and treated them with dignity and respect. Comments included, “The staff are kind and caring,” “Very much so, they are excellent and keep [Name] engaged in conversations that interest her” and “All staff appear to be kind and caring and respect independence.” More quality assurance surveys from earlier in the year reflected the same sentiments. These included, “They treat me with respect and dignity” and “They are genuinely caring, patient, thoughtful and hardworking, and always treated my loved one with 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. Evidence showed the service aimed to assist people so they could get on with their daily lives, maintain their wellbeing, and pursue interests. Care plans were person-centred and were unique to the people they related to

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment, and wellbeing. People told us they had their independence maintained as much as possible. Care plans indicated where people were still able to support themselves and this was actively promoted.In one example, staff supported a person following their return from hospital by combining practical assistance with reassurance and encouragement. Staff involved the person in everyday activities, recognised progress and adapted the level of support as their mobility and confidence improved. The person regained confidence, resumed managing their daily routine and returned to the active lifestyle that was important to them.

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.

Relatives and families told us staff were very responsive and flexible to their loved one's needs. Staff had identified issues, for example in one case with medication administration which resulted in a best interest process being initiated. Following assessment, arrangements were made for one person to receive their medicines covertly to support their health and wellbeing

The service provided emergency support to people who had fallen when paramedics or an ambulance was not immediately available. Staff responded by visiting people to make sure they were safe and provided support where needed.The provider used its experience of responding to people’s immediate needs to develop a more structured approach, including improved prevention and monitoring.

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

The provider had an open-door policy and staff felt able to approach leaders for support. Staff also had access to a counselling service provided by the organisation.