Baobab Social Care Ltd - Somerset

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 inspection 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 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff 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 were very complimentary about care staff. They told us staff were kind, caring, friendly and patient and promoted their dignity and privacy when providing care. One person told us, “They [staff] are always kind and caring towards me. I can think of lots of ways they are respectful to me. They are nice people.”

Staff and people who used the service spoke of each other with kindness and respect. A staff member said, “We treat our clients with respect and dignity always, bearing in mind that a client always comes first.”

People told us they valued the company of the care staff who visited them and they had a regular team of care staff who knew them and how they liked to be supported. One person said, “They [staff] are all kind people and I have a laugh with them. I am learning about their ways as they are about mine. They are excellent carers.”

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

Managers and staff told us they enjoyed working with each other. There was a good sense of teamwork and communication was good. Managers and staff listened to all concerns about safety and investigated and reported safety events.

Lessons were learnt to continually identify and embed good practice. There was a clear vision for the service to deliver high quality and safe care to people. There was a focus on learning, and improving the service wherever possible.

People’s care plans contained information about the decisions people were able to make for themselves. The provider actively involved people and their relatives in developing care plans which included their needs around protected characteristics and how needs would be best met.

People were supported to have choice and control and to make decisions about their care and wellbeing. There was a range of equipment, where needed, to support and maximise people’s independence. People were provided with tailored support to ensure they remained as independent as possible.

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. One relative said, “I have had to call the office out of hours. They will send someone out from the agency. The [staff in the office] are always helpful.”

Staff knew who to contact when people needed urgent help or support or to report a concern. One staff member told us, “I liaise with people and family members. I communicate with all of the care staff each day so that I'm aware of any changes and any issues. It is very important that the carers are able to communicate with me. I'm always available to step in to cover care shifts or to support carers if there is an emergency.”

The provider had adjusted visits to fit in with people’s individual requirements. One relative said, “The times they come suit us well.” A staff member told us, “We are a very flexible service so if people want a later call in the day, for example if they are planning to go out or have an appointment, we can arrange that."

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

There was an excellent, comprehensive, compassionate, and practical support system for all new staff, especially for staff from overseas. This included assistance with travel, accommodation (including associated costs), transport, access to healthcare, banking, helping with community integration through support of a ‘buddy’ in the team and emotional well-being. This was designed to ensure every staff member felt welcomed, supported, and empowered to thrive in their new role. The provider told us, “This holistic approach underscores our commitment to the welfare and success of all sponsored individuals.”

The provider went overseas to meet and recruit staff from other countries. They did not rely on remote recruitment. Once staff had been recruited and arrived in the UK, a staff mentor met them on arrival and then mentored them throughout their induction period. This support was not only at work, but in all aspects to help staff settle in a new country. Staff told us this support had been invaluable.

One staff member said, “[The provider] prioritises personal support. Whether it’s through open communication with management or access to resources for mental well-being, I feel valued and supported as an individual. This holistic approach ensures that we are not only effective carers but also happy and fulfilled in our roles.”

Policies and procedures were in place to ensure equality, diversity and inclusion was upheld. The provider was fully committed to these principles and values and were a responsive service and were able to meet diverse needs.