suite B, 1st Floor Shaw House 2-3 Tunsgate Guildford Surrey GU1 3QT Also known as Office

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 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.
People told us they were treated with respect and compassion. One person said, “The carers respect my needs and also my wife’s needs and our home; they remove their footwear and tidy after themselves.” Another relative told us, “It’s the actual care that’s the stand-out feature. If mum is having a bad day, they hold hands with her and concentrate on reassuring her. She feels very safe with them.”
 

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’s individual needs were identified, and overall care plans contained good level of information regarding people’s individual needs and preferences. The registered manager told us how they focused care planning on empowering people’s independence. The registered manager said, “We ensure when we are completing assessments and reviews, we highlight what the person can do for themselves and the way we create tasks come from a strength focused point.”
Staff also told us how they worked with people to ensure they were treated as individuals. One staff said, “I make sure [people] have choices, specific to them as individuals.”
People and their relatives told us staff respected them as individuals and understood their specific care needs. A relative told us, “It’s the actual care that’s the stand-out feature. If [person] is having a bad day, they hold hands with [person] and concentrate on reassuring [person]. [Person] feels very safe with them .”
People told us, “I have to make sure [staff] don’t do more than I think necessary as I don’t like feeling I’m giving away any independence.”
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
People told us they felt empowered and supported by staff , and this helped to maintain their independence. One person said, “I really don’t like my loss of independence, but they help with that, they make me feel involved and that I am managing to do as much as I can.”
Staff told us the ways in which they supported people to maintain their independence and choice. One staff said, “We have some specific clients who want to engage social engagement and attend day centres who need our help to do this.”
 

The provider did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress.
We found some incidents where staff did not respond to people’s needs in the moment. For example, some people experienced pain or discomfort and staff. However, the provider could not demonstrate staff always responded to this change immediately or seeking appropriate support and advice from professionals. This meant people were at risk of experiencing ongoing distress .
For one person we found staff were completing health examinations following a fall. Staff noted, “[Person] complained that [their] head is heavy due to a fall [person] had in the afternoon. I took [person’s] blood pressure”. The provider did not evidence staff were clinically trained and competent to complete such assessments. This meant people were at risk of not receiving safe care and treatment without delay. The provider failed to evidence medical attention was sought from a healthcare professional regarding this person’s symptoms. This did not demonstrate people’s needs were accurately and appropriately addressed to minimise risk of deterioration.
 

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 how the provider regularly conducted supervisions and discussed staff wellbeing as part of this. One staff said, “I have 1:1 every month. It is helpful, it is all about our wellbeing and mental health, if we need any help from them. They truly want us to be happy so that we can do our best in the field.” Another staff said, “I have a well-balanced workload. I am supported by the manager to get this right so that I can keep doing my job well.” The registered manager also told us how they worked with staff for better rota planning to ensure staff had adequate travelling time between care calls.