Shores Homecare Limited

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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.

Feedback from people and their relatives was positive about the kindness of staff. People told us staff were very kind. Comments included: “They (staff) are always approachable. They support me if and when I feel comfortable” and “Very good. I can’t fault any of them.”

Relatives’ comments included: “They (staff) are really good. They are always respectful” and “They (staff) are all wonderful, [name of person] enjoys seeing them all. They are brilliant and they do anything else [person] wants.”

People described how staff always knocked and shouted ‘hello’ before entering their property. A relative said, “They (staff) are very respectful.”

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 understood and were respectful about people’s individual likes, dislikes and preferences. A staff member told us, “I like building relationships and supporting [people’s] needs. It’s really nice to speak to them and it’s a social connection.” In some instances, it was not always clear from care plans whether staff had explored people’s protected characteristics and people had declined to answer, or whether people’s protected characteristics had not been explored. We discussed this with the deputy manager who made arrangements for this to be made clearer.

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 how the service worked flexibly to ensure their independence was promoted and encouraged. For example, where one person was more able some of the time, staff were able to amend the level of support to suit their independence.

Daily care notes showed staff offered people choices and respected their decisions. Relatives told us staff prompted and encouraged people about all aspects of their care. One person told us staff had offered to take them to a social event, but when the person declined had been respectful of their choice. The person said, “I haven’t had any problems; they (staff) are all very helpful.”

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.

Care plans contained information for staff about how people would express their views and opinions and their communication needs. One person described how staff would prompt them to consider how a task may affect them and provide alternative options, should they wish. The person was grateful for staff’s prompts and guidance to support them with their immediate needs. A staff member told us, “I ask what their preferences are, what their needs are, and that’s the start of building relationships.”

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

The provider had a range of employee wellbeing initiatives, such as access to a counselling service, and exercise and nutrition classes. The service had an employee of the month scheme and staff were regularly recognised in team meetings and through a group chat. A staff member confirmed, “It’s just really supportive and managers are really understanding if you need anything.”