Better Vision Care

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 and relatives told us staff were kind to them. A person said, “Staff are very good. I have a copy of my care plan. Staff help me keep my home clean and tidy, it has never been so clean.” A relative said, “The kindness shown to my relative, is the thing I am most grateful for.”

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 were provided with opportunities to raise suggestions and concerns. Recent feedback surveys evidenced people were overall happy with their care and support. Care records were person centred and contained people’s individualised needs, life history, and personal wishes.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff focused on providing people with support, to enable them to retain their independence. Care plans contained information about how people should be supported, to enable them to be as independent as possible. However, 1 person gave us negative feedback about how staff offered them choices, this was discussed with the registered manager and action was taken to address this concern. 1 other person and their relative told us staff offered them choices. Records evidenced staff offered people a choice of meals and when they would like their personal care and outings. A relative said, “Staff take note how [name] likes their skin care routine, and the house is kept and maintained that’s personalised to them. Staff are patient, they take the time to support where needed but allow [name] to do what they can for themselves. This is important to [name].”

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. Records evidenced people had their needs met and staff supported them with their independent living skills. For example, we found details of staff supporting people to clean, make meals and with their personal care. One person was supported to manage their hand pain, and staff gave them hand massages and a hot water bottle, to ease their discomfort.

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 supported by the registered manager, and they could raise concerns or suggestions, and would be listened to. A staff member said, “The manager is approachable and fair to all staff. It is a good place to work, and there is teamwork.” Staff initiatives were in place, such as 'employee of the month' and the service had recently offered further professional development to staff who wished to undertake this.