Thames Homecare Service 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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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 and relatives told us staff treated them with kindness and empathy. A relative said, “All of [name’s] needs are met and they are happy and have really improved a lot. I’m really glad we went with them; I would recommend them to anyone.” Staff told us how they promoted people's dignity and privacy. The provider conducted spot checks of staff's communication and interactions with people, to ensure staff treated people with kindness.

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 knew people well and people told us staff understood their needs and wishes. A staff member said, “We respect people’s wishes and how people like their care to be carried out.” Care plans contained information about people’s preferences, such as food, clothing, culture and their musical tastes. Care records contained detail about what was important to them and what to do to make them happy.One person's records detailed they did not like loud people and another person's record detailed they had a large family, which were important to them.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff understood their responsibilities to promote choice and independence for people. Care plans contained detail about how staff promoted independence for people. For example 1 person’s care plan detailsed how staff prompted and encouraged them to carry out their own personal care and do their own cooking. A relative said, “This is a really good service, I would recommend them to anyone within the Asian community. They understand Muslim needs. They don’t mess about. The carers love [name] very much.”

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. People and relatives told us they had their needs met by staff who understood them well. Records evidenced staff sought emergency treatment for people as required and supported people to attend health appointments.

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 were happy and well supported at work. A staff member said, “Staff morale is very good. I have regular supervisions and attend weekly meetings which are very useful.” Staff received regular supervisions and appraisals, enabling them to raise concerns and support them to develop. Staff incentives were in place, including shopping discounts and recognition of good practice.