Archived: Florence Care and Consultancy 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 service 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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

The registered manager spoke about people who received a home care service from them in a respectful and positive manner. A service user told us, “I love my carer…They really understand me.”

The service did not always have a proactive and positive culture of safety based on openness and honesty. They did not always listen to concerns about safety and did not always investigate and report safety events. Lessons were not always learnt to continually identify and embed good practice.

The registered manager did not have a proactive culture of routinely identifying and learning lessons when things had gone wrong to continuously improve. For example, the provider did not have systems in place to regularly conduct audits and checks on the quality and safety of the service they provided and to analyse their performance.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People receiving home care told us staff supported them to be as independent as they could and wanted to be and to have as much choice and control over their lives as possible. For example, they told us, “They [carer] give me as much independence as possible” and “I am encouraged to do as much as possible for myself, but I know my carer will support me as soon as I need them to.”

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.

Staff supported people using the service to access external health and medical care services as and when required. Staff were aware of peoples health care needs and how to respond to any immediate health care emergencies to minimise the risk of them becoming emotionally and/or physically unwell.

The service 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 she supported her staff team to feel happy and safe in their role as live-in care staff.