Tender Hands Homecare 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 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 their relatives consistently told us they were treated with kindness, dignity and respect. Feedback highlighted the caring approach of staff and the positive relationships they had developed with people using the service.

One relative told us, “I cannot fault any of the staff. They are all kind and caring and treat my loved one with respect. Staff have good conversations with my loved one and a good rapport. Staff ring me if there is any problem.”

Another relative said, “They treat my loved one as if they were their own father.”

People also told us they were supported by small, consistent teams of staff who knew them well and understood their individual needs and preferences. This helped to promote continuity of care and enabled staff to build positive, trusting relationships with people.

One relative told us, “My loved one mostly has regular carers, and they seem to get on with them well.”

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.

Staff demonstrated a good understanding of people's individual wishes, preferences and emotional needs, and provided support in a compassionate and person-centred manner. People were encouraged to express their views and make choices about their care and day-to-day lives. Staff respected people's rights, privacy and independence, while providing reassurance and support when needed.

Relatives spoke positively about the way staff supported people in a manner that promoted their wellbeing and reduced anxiety. One relative told us, “Staff deal with my loved one's condition really well. My loved one was so frightened in the past and could not understand what was happening to them.”

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 to be as independent as possible and were encouraged to maintain and develop their skills. Staff recognised people's strengths and promoted their confidence, enabling them to have greater control over their lives and achieve outcomes that were important to them.

Relatives spoke positively about the impact the care and support had on people's wellbeing and independence. One relative told us, “My loved one's condition is improving significantly, and I think this is due to the care they receive. My loved one had a serious health issue, but now they can do lots of things for themselves.” Another relative told us,” Staff encourages my loved one to do little things for themselves such as brushing their hair themselves.”

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.

Staff demonstrated a good understanding of people's individual needs and were committed to ensuring these were met. During the inspection, the provider demonstrated a thorough knowledge of the people they supported, and the care and support required to meet their needs effectively.

People's needs were responded to promptly and appropriately. Relatives told us staff communicated well and took swift action when concerns arose. One relative said, “Staff ring me immediately if they are worried about anything and I will call the doctor, although they always offer to do that as well if I need them to.”

Staff had a good understanding of people's individual needs and preferences and knew how to provide care and support in line with these. Information about people's needs, preferred routines and support requirements was clearly documented within their care plans.

The provider took active steps to ensure care was delivered effectively and in a person-centred way. For example, efforts were made to match staff with people based on compatibility and individual needs. This helped to promote continuity of care, strengthen relationships and improve communication between people and the staff supporting them.

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

The provider was committed to ensuring staff felt well supported in their roles. The registered manager was open to feedback and actively encouraged staff to speak up if they had any concerns. Opportunities for staff to share their views and discuss their development were provided through regular staff meetings and supervision sessions.

The provider promoted an open and positive culture where staff felt confident to raise concerns, share feedback and contribute to the ongoing development of the service.

Staff spoke positively about the working environment and described it as supportive and inclusive. The provider recognised the importance of staff wellbeing and development and invested in supporting staff to succeed in their roles.

The registered manager maintained a visible presence within the service and often worked alongside staff, providing guidance, support and leadership when required. This helped to foster positive working relationships and ensured staff felt valued and supported in delivering high-quality care.