Yorkshire and Humber Healthcare Alliance (West)

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 inspection 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.

Staff were patient, respectful and good humoured with people. One person said, “It’s the little things that make my mum happy like having a chat and just general giggles – staff seem to do that well.” Staff had built a rapport with people, which meant people felt at ease, and were supported by staff who had a good grasp of what was a good or bad day for them.

One relative said, “The staff are really lovely with my parent and because I live away I need this reassurance.”

Staff were supported by a provider who built in time for them to complete all the tasks they needed to and build connections with the people they care for.

People’s care plans were extremely detailed in terms of how they wanted to be supported with a range of day-to-day tasks. This ensured they had agency in what was being delivered to them, staff had clear instructions, and the provider was openly accountable.

People’s individualities were understood. One relative said, “They can choose between a male and a female carer and the staff always listen to their wants.” Staff treated people as individuals.

Policies reflected the person-centred approach to care planning. The registered manager and quality manager maintained sound oversight of care packages to ensure care was delivered in line with these aims.

People understood their rights. The provider ensured people had opportunities to review their care plans and raise any questions. People were supported to make choices regarding their care. Their independence was respected and promoted through detailed care planning around daily tasks, which made it clear to staff how much support and autonomy people wanted, for instance when getting up on a morning, or brushing teeth. One person said, “They encourage me to make decisions.”

People were supported to maintain relationships that are important to them.

Care plans contained all the pertinent information needed to support people to be as independent as possible at home.

People and relatives described a flexible approach to care planning. Staff were responsive to them changing their mind and acted appropriately when people’s needs changed. One person said, “They know me well and they provide excellent support, no matter what.”

External professionals raised no concerns about the responsiveness of staff, or the registered manager in terms of their oversight of people’s needs. Care records we reviewed demonstrated up to date information had been reviewed and meaningfully incorporated into people’s care planning.

Staff received a consistent induction, supervision and ongoing support, which prepared them for the role.

The provider had a range of policies and procedures in place to ensure staff wellbeing was considered. The provider used a range of links and resources to encourage workforce wellbeing. Recruitment of staff was an ongoing challenge but the provider was exploring all practicable options.