AAT Quality Care Agency 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 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 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 using the service and their relatives told us that staff treated them with respect and provided care in a dignified way. A relative told us, “The regular carers we have are very caring, you couldn’t ask for more.” Staff spoke about people they supported with empathy and compassion. One member of staff said, “[Registered manager] makes sure we treat people well, we are here to care for them.”

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 and their relatives told us the provider respected their preferences and choices. One relative told us, “They are always asking [my relative] what she wants. She is in control, but with support from them.” Staff were aware of people’s individual preferences on how they preferred their care to be delivered. One member of staff told us, “We are guests in their home, we give them care on their terms.” People’s care plans were personalised and contained information about their individual needs and preferences.

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 staff supported them to lead independent lives, and the support provided helped them to create the lives they wanted. A relative told us, “They encourage [my relative] to help with her breakfast, I think she likes it really.” Staff gave us examples of how they promoted people’s independence, such as encouraging them to dress themselves and choose which clothes to wear.

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 told us the provider was flexible and was able to increase or decrease care visits as needed. They said the provider was responsive to any change they requested.

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 the registered manager fostered a positive work environment and looked out for their wellbeing. One member of staff told us, “[Registered manager] is very approachable, she listens to us and wants us to be happy in our work.”