ONECARE WORLD HEALTH 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 newly registered 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 and their relatives spoke positively about the staff approach. A person told us, “Today, we started to have a laugh and giggle.” A relative told us, “They treat [person’s name] very well, they talk and chat to them.” Staff spoke about people positively and could describe how they supported people to maintain their privacy and dignity. Care records were completed respectfully and showed staff had empathy for people. The registered manager told us they were confident staff were caring as the feedback they received from people was positive and they often were present when people received care and support.

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. People had their individual needs assessed and plans put in place to ensure preferences were included. Staff understood how to support people and could describe how they did this in line with people’s preferences. Care plans included specific information for staff about how people liked to receive their care and support. For example, care plans included information about individual’s social needs, relationships which were important to them, spirituality and preferences for personal care, meals and drinks.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to maintain their independence and remain living in their homes. People and relatives raised no concerns over having choices with their care and support. Staff could describe how they ensured people were supported to maintain their independence and were able to demonstrate how people could make choices. Care plans included information for staff on how to support people with independence and choice including about meals, personal care and the routines people preferred.

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. The registered manager told us they were able to accommodate requests to have additional needs met or changes in times if people contacted them. People and relatives raised no concerns about the responsiveness of the service. We saw there were systems in place for people, relatives and staff to seek support out of hours from an on-call manager.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The registered manager told us they had regular contact with the staff team and ensured they had the support they needed in their role. They gave examples of supporting staff such as having an open-door policy for staff to come in and speak about concerns and practical support, such as taking drinks to staff during hot weather. Staff confirmed they felt supported by the registered manager. A staff member told us, “If I had any concerns, I would be able to approach management, they are friendly and approachable.”