Ultimate Homecare 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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity.

Relatives told us staff were thoughtful and took a caring interest in people. One relative told us, “[Name] looks forward to seeing them (staff).” Another relative said, “They (staff) have been really kind to all of us.” This relative told us their family member sometimes contacted the registered manager for reassurance outside their scheduled care calls. They explained, “[Registered manager] will always answer or ring them back. A lot of that is above what I would have expected from a care provider.”

Staff spoke about people with empathy, understanding and respect. Staff described how they promoted people’s privacy and dignity by giving them time and reassurance. One staff member told us, “It is reassurance and it is explaining that we are here to help and guide you through this difficult time."

The registered manager explained how the induction taught staff that care should be a positive experience for people and not task orientated.

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.

One relative told us, “I feel like it’s important to them to work around [Name] and their needs, they (staff) really understand [Name].” Another relative said, “[Registered manager] spent a long time compiling [Name’s] likes and dislikes and the staff follow it.”

Staff were encouraged to build their knowledge of people, so they understood people’s individual values and beliefs. One staff member told us, "When I go out and meet the new clients, I don’t want to find out all the things wrong with them. I want to know about them and what turns a bad day into a good day for them. Without knowing their background, you are not going to have those conversation starters which makes them feel better about themselves."

Care plans reflected people’s social and cultural needs and how they wished to receive care or support.

The provider promoted people’s independence, ensuring they understood their rights and had choice and control over their care, treatment and wellbeing.

Staff encouraged independence to promote people’s sense of wellbeing and maintain their daily skills. One staff member explained they encouraged people to do what they were able to and commented, "Otherwise people don’t feel valued and that their opinions aren't listened to. When I am not there, [Name] is going to struggle more because essentially, we have de-skilled them. A lot of [Name’s] input is encouragement, kind support and a lot of reassurance." Another staff member commented, “It is important for people to keep their independence to give them that purpose."

A relative reflected that the supervision and support from staff had enabled their family member to remain living independently in their own home for as long as it was safe to do so.

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.

Relatives told us the service was flexible and responsive to people’s requests for variations in their packages of care or where the level of support needed to be increased or decreased temporarily. One relative told us, “They have always been super flexible.” Another relative commented, “They (staff) have been happy to work with me and come when I need them.”

Staff knew people well and were able to recognise early signs of anxiety. One relative told us, “[Name] can tell you if they are in pain, but sometimes they get a bit of anxiety and they (staff) generally read them very well.”

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

Staff told us they felt supported in their role, both professionally and personally. One staff member told us, “Any little thing, I know I can go to [registered manager].” Another staff member commented, “If I go to [registered manager] with a work issue, she works alongside me to resolve it."

The registered manager explained that flexible scheduling supported staff to balance personal commitments while still delivering consistent care.