Continuity Health Care Services PVT 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 requires improvement. At this assessment the rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 spoke warmly about the people they supported and were able to describe how they adapted their approach to meet individual needs and preferences.

People and their relatives told us care staff were kind when providing support.

The provider completed regular spot checks, which included observing whether people were treated with dignity, respect and given choice in relation to their care. Staff understood the importance of seeking and acting on people's views. One staff member told us, "Surveys and spot checks are used to get [people's] views."

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff were able to describe the people they supported and demonstrated confidence in delivering personalised care. Staff told us they regularly read people's care records and used electronic systems to access up-to-date information about people's needs. One staff member said, "We use an APP, everything is in there, including the care plans. If there are any incidents or accidents, staff must record what happened and what they did to manage the situation." Another told us, "All assessments and care plans are electronic and can be accessed by phone. For new clients the manager may tell me about the person, but all information is available electronically and in the person's house. I have enough information and know my clients well."

However, we found some care plans were task-focused and did not always fully reflect people's individual preferences. While staff knowledge helped to mitigate this, records did not always provide sufficiently personalised guidance to ensure a consistent approach for all staff.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff were knowledgeable about a range of aids, equipment and adaptations that could be used to enhance people's independence and safety within their home environment. Staff encouraged people to remain as independent as possible by supporting them to complete tasks for themselves where they were able. For example, staff described providing encouragement and reassurance to help people carry out aspects of their personal care and mobility tasks independently, while remaining available to offer assistance when required.

People told us they were supported to retain control over their care. One person explained they independently managed aspects of their own care, including their medicines

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.

Despite some feedback that people’s care calls did not always last the full duration, people told us staff were generally responsive and flexible. For example, they told us staff let them know if they would be late.

People told us staff were generally responsive and flexible in meeting their needs. Staff knew people well, escalating concerns to relatives or office staff where needed. One staff member said, “I and other staff monitor everything. We have worked with our clients for a long time and know them well. If they don’t drink or eat enough, we would tell NOK or office staff.”

The provider cared about and promoted the wellbeing of their staff.

Staff spoke positively about the provider, telling us they were always available to provide them support should this ever be required.

Staff told us they felt listened to by the provider and described them as approachable. A staff member told us, “Things arebetterlately. The manager has put all staff into training, so staff able to provide safe care.We have one to ones, staffsupervision, staffmeetings where our views are passed on.”

The provider described how they demonstrated an appreciation of the work staff undertook by ensuring they could be contacted by staff at all times, and by supporting staff to have a positive work-life balance.