Chenai Holistic Home Care Agency

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 service involved people and treated them with compassion, kindness, dignity and respect. This is the first inspection 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. Staff consistently developed strong, caring relationships with people and their relatives, creating a positive and respectful environment. A staff member said, “I really enjoy working with the clients and I make sure they feel comfortable with me.” Relatives told us staff were “very caring”, “kind and respectful”, and treated them like they were in a “family environment.” People were supported in a dignified way, with their privacy always respected during personal care. For example, staff told us they ensured doors and curtains were closed for people’s privacy. Staff spoke politely and engaged warmly with people, who responded positively and they happily chatted with each other. A relative said, “They treat my [family member] well… we are so lucky.”

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 detailed understanding of people’s preferences, risks and care requirements. They ensured care was personalised and consistent. A relatives told us, “The carers understand [family member’s] needs and risks and how to keep them safe.” They also told us there was continuity through regular carers who knew people well. People were supported to maintain their identity, with their equality and individual needs always respected. A relative told us, “They listen to me… I am involved.”

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 make day-to-day decisions about their lives, including food and drink, activities and routines. Staff respected people’s preferences and ensured choices were acted upon, for example offering meals based on their wishes. People were supported to access community activities they liked to attend. They were enabled to go out safely for fresh air and remain active within their community. Relatives confirmed staff “listen to [family member’s] choices” and support independence, demonstrating a commitment to empowering people to remain as independent as possible.

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 were highly reliable, with visits taking place on time and communication maintained if there were any changes. A relative told us, “They never fail to turn up and they always inform us if there are delays.” Staff showed awareness of people’s health by checking and identifying for concerns such as skin issues, marks or deterioration. They reported these appropriately, communicating both with relatives and the provider. People received timely support with personal care, nutrition, hydration and medicines, including when family members were not present. The management team were responsive and visible. A relative described an occasion when the registered manager attended their home promptly to support their family member with personal care “without any fuss.” This demonstrated a proactive and responsive service.

The provider cared about and promoted the wellbeing of its staff and supported and enabled staff to always deliver person-centred care. Staff said they were well supported by the provider and told us their wellbeing was taken seriously. Staff were able to take time off and have breaks to ensure they were able to carry out their work to the best of their ability. There was a culture of teamwork and communication between office staff and care staff, with regular updates provided to relatives. Staff felt valued and they told us their wellbeing was supported through regular one‑to‑one meetings, team meetings and open discussions about working in the service. Staff had access to additional support such as a wellbeing helpline and counselling services. A staff member said, “I think the managers look out for staff wellbeing and security. They always listen to us, allow us to have time off and we respect each other a lot.”