Warrens247 Healthcare Ltd

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 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 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 told us staff treat them with kindness, patience and compassion. People told us staff respected their privacy and dignity. A person said, “I feel safe with staff, and they are all very pleasant and very caring. I get different carers, but I know every one of them. They respect my privacy by pressing the bell and speaking before coming in. They never just walk in.” Staff practices were monitored by the leadership team, including how staff interacted with people.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People told us they were supported by staff who knew them well. A person said, “Staff listen to me and do everything that I ask them to. If they see that I am upset, they will sit down and have a chat with me. I couldn’t fault them on respecting my privacy. They are brilliant.” Staff understood the importance of treating people as individuals, in line with their wishes. People told us staff ensured their homes were secure upon leaving, and asked if there was anything they could do for them before leaving.

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 supported in their own homes, which enabled them to remain as independent as possible. Staff told us how they promoted choice and independence for people. A staff member said, “My main focus is on meeting the specific people's needs. I get to know them, read their care plans and listen.” People's likes and dislikes were recorded in their care plans, for example, 1 person liked to eat traditional foods in line with their cultural needs.

People told us they had their needs met by staff who treated them well and made them feel safe. A relative said, “All the staff are friendly and kind. They are very efficient and do their job properly. They help [name] shower and handle this very well.” Daily records and routines were in place to ensure staff completed daily tasks in response to people's needs. Daily records were completed by staff, however, records could be more robust to ensure they included more detailed information about people's mood and presentation, particularly people who required support to manage their mental health needs.

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 valued and supported. A staff member said, “I feel supported, the managers have an open-door policy and are very approachable.” Staff were supported with their professional development; however, some staff were overdue mandatory refresher training. New staff received training, inductions and shadowing opportunities.