North Kirklees Domiciliary Care Service

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 inspection we rated this key question good. At this assessment the rating has changed to outstanding.

This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 100 (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 ensured people were treated with exceptional kindness,empathy and compassion and staff had utmost regard and respect for people’s privacy and dignity. Staff treated each other with absolute kindness and respect.This had a positive impact on people’s lives.

People were very relaxed and comfortable with staff. It was highly evident they knew each other well and had developed warm, empathic and supportive relationships.

Staff went above and beyond to support people's emotional wellbeing. They had a complete understanding of people’s individual characteristics and knew them well as people, basing all interactions on meaningful understanding of their needs and preferences.

Feedback was overwhelmingly positive and care was described by people and their families in exceptional terms.

The provider offered exceptional regard in how they made surepeople’scare,support and treatment met people’s needs and preferences. They took full account of people’s individual strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff knew people exceptionally well and were highly knowledgeable about what mattered most to them, including their backgrounds, interests, aspirations, needs and preferences.

People were empowered to shape their own support and daily lives, resulting in a strong sense of ownership, independence and control over the way they lived.

The registered manager and staff team were highly committed to promoting equality, diversity, inclusion and human rights in all aspects of care. Staff understood people's unique personalities, strengths and preferences and used this knowledge to provide highly personalised support.

Care plans and risk assessments reflected people's individual circumstances, including their protected characteristics, and were regularly reviewed with them to ensure support remained responsive to their wishes. Systems were in place to ensure people received fair, equitable and non-discriminatory care.

The provider ensured exceptional support for people’s independence, so people knew their rights and had full choice and control over their own care, treatment and wellbeing.

Staff empowered people to make informed decisions by presenting information in ways that were creatively tailored to their individual communication needs and understanding. Staff went the extra mile to help people understand complex health conditions and procedures in support of medical appointments, such as health screening and minor operations. This made the difference between people attending appointments or not.

The registered manager and staff team told us how they worked to ensure each person felt safe, supported, and able to maintain their independence in their own home, and people confirmed this was a very strong feature of the service. Staff encouraged and promoted independence and involved people in decisions about routines and activities, promoting their sense of control and autonomy.
 

The provider fully 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 knew each person extremely well and they used excellent communication skills to interpret any visual cues, as well as listening to what people said and how they expressed their preferences. They understood each person’s unique needs, and they checked during every interaction what their immediate needs were. During our assessment one member of staff expertly interacted with one individual, to gauge their demeanor, presentation and identify any immediate needs through body language, facial expressions and other non-verbal cues.

People had a familiar staff team who worked closely to support them consistently through trusting relationships which ensured continuity of their care and support. Care delivery ensured each person had care at times they needed it most, including staff presence at night.

The provider fully 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 knew each person extremely well and they used excellent communication skills to interpret any visual cues, as well as listening to what people said and how they expressed their preferences. They understood each person’s unique needs, and they checked during every interaction what their immediate needs were. During our assessment staff expertly interacted with one individual, to gauge their demeanor, presentation and identify any immediate needs through body language, facial expressions and other non-verbal cues.

People had a familiar staff team who worked closely to support them consistently through trusting relationships which ensured continuity of their care and support. Care delivery ensured each person had care at times they needed it most, including staff presence at night.