Ivy Care Ltd

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 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.

People were treated with kindness, compassion and dignity. People had good relationships with staff. People told us their privacy was respected. People were able to make choices about the gender of care workers. The registered person created guides for staff to understand about providing good quality care which respected people’s privacy and dignity.

People and their relatives were happy with the care they received. Their comments included, “The care workers just make [person] feel at ease and comfortable”, “[Person] absolutely loves the carers. [Person] feels like carers are [their] family now”, “We have not seen [person] this happy in a long time. This is thanks to [the care workers]” and “The staff are very helpful.” Staff spoke fondly about the people who they cared for.

Staff treated people as individuals. The registered manager created person-centred care plans which included detailed information about how people wanted to be cared for. Staff understood about people’s cultural needs and backgrounds. Comments from relatives included, “The best thing is they have supplied carers who speak the same language as [person]. It is very important to [person] they have people who understand [their] culture” and “The agency respects our family, the things that are important to us. Staff work well with us.”

The provider supported people to make choices and be in control. Care plans included information about autonomy and independence. A relative told us, “[Care workers] ask [person] how [they] want to be cared for. They offer choices. They listen to [person].”

People were supported to be independent when they wanted to be, and this was safe. For example, a relative explained how staff supported a person to make snacks and drinks. Staff told us they supported a person to get ready and feel safe to go out independently.

Staff responded to people’s immediate needs. Relatives and staff told us managers were available at any time to discuss concerns or ask for support and help. The provider developed individual crisis and contingency plans for each person. These described how staff should respond in different emergency situations. Relatives told us staff were responsive when people were not well. Staff had responded appropriately following an accident when a person fell. They contacted emergency services and made sure the person was safe.

The provider supported staff wellbeing. Staff told us they felt well supported by the management team. Their comments included, “We are very supported”, “Working at the service is good for my mental health” and “I feel the best thing is the genuine care for employees. We really feel cared about.” The provider had sourced a confidential helpline for staff which they could use whenever they needed to discuss work or personal issues.