Utopia Care 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. 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. Staff treated colleagues from other organisations with kindness and respect. People consistently described being treated with kindness, compassion and dignity. A relative said, "They are kind and patient with them [relative]"; a person described carers as "genuine compassionate people", Another person told us, "I am treated with kindness", and a third said, "The carers are very kind and patient". Privacy and dignity were protected during personal care. A relative confirmed "personal care is carried out in a dignified and respectful way". A person said, "During personal care, they always close the blinds". Another reflected "having them to help me get washed is a bit of a loss of dignity for me, but they do this very respectfully and give me as much privacy as is possible".

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. A relative told us "the care provided meets their[relative] needs and they are treated like an individual and not just as a client". Carers took the time to know people: a relative described how "one of the carers has learnt all about Norwich Football Club as they [relative] are a big fan, so they chat away about the football". The same relative explained that carers would "sing and dance with them when they have time". Another relative observed how care planning had supported continuity of personality, not just need: "as the care planning contained a comprehensive backstory of their[relative] life, the carers know them well, and they have read it, as it shows in the way they converse and interact". A person described being asked about [their] preferences: "They make my breakfast and tea and always ask me what I fancy". People's preferred names were respected; 1 person was referred to by [their] preferred name in every record reviewed.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. A person told us, "I sort out my own tablets, I'm still capable of doing that". Another explained, "I can take my own tablets, but the carers will collect my medicines from the pharmacy for me". A relative described how "They[relative] are very independent". Personal space and pace were respected: a person said, "If I am on a work call when they arrive, they always stay out of the room until I have completed the call". A consistent theme across interviews was that people were not rushed. A relative explained, " They[relative] are not rushed". One person said, "They never rush me, they don't clock watch".

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. A relative described carers as "observant and on the ball". Care notes recorded specific examples of responsive practice, and several visits were adapted to accommodate scheduled hospital and GP appointments. Where people required clinical input, this was obtained promptly. Where they were emotionally distressed, carers provided reassurance and escalated in line with the care plan, supporting both the immediate concern and the longer-term safety of the person.

The provider cared about and promoted the well-being of their staff and supported and enabled staff to always deliver person-centred care. We found staff were enabled to deliver relational, person-centred care. Staff told us that they felt listened to by the management. People consistently described meaningful companionship from their carers. A person stated, "The carers have become great friends, and I really enjoy their company". Another person told us, "I like them, and they are a bit of company for me". Carers had time within visits to engage in non-task activity such as singing, chatting about football, and supporting jigsaw puzzle activities, that suggested a workforce given enough time and discretion to deliver care relationally rather than only transactionally. This relational quality, repeatedly described by people receiving the service, indicated a workforce that had been enabled to care.