QH Care Services 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 service since their registration in February 2023. 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. A relative told us, “They never rush anything. They take their time and give their full attention. That care and thoughtfulness is what sets them apart…they protect [family member’s] privacy and dignity in everything they do.” Another relative said, “The carers treat [family member] with dignity and patience, even when she pushes back. That’s not something just anyone can do."

Staff understood people should be treated with kindness and have their rights to privacy and dignity respected. A staff member told us, “I prioritise person-centred care and ensure that the people I’m caring for are treated with respect and dignity. I communicate with them, listen actively to their concerns as well as encourage them to partake in their care.”

The registered manager undertook regular spot checks on staff to seek assurances that people were treated with kindness and compassion by staff.

The provider treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff understood how to treat people as individuals and provide care and support in line with their needs and preferences. A relative told us, “They know [family member] well, including their likes, routines, and what matters most to them.” A staff member said, “We have the care plans which have been tailored to the needs of each individual we care for. I communicate with the person I’m supporting to ask for their preference as well as ask their family too. Understanding these, helps me in providing excellent person-centred care.”

The registered manager undertook regular monitoring and reviews of people’s care and support needs, to make sure care plans reflected people’s individual needs and preferences.

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

People had choice and control over how their care and support was provided. Their care records informed staff to seek people’s consent, offer choice, and support people to do as much as they could and wanted to do for themselves. A relative told us, “They manage to coax [family member] into doing things to help herself, even when she finds ageing difficult and very upsetting. That takes real skill and patience." A staff member said, “I give people I support choices and engage them on how best they want their care to be delivered. An example is when personal care is done, and I need to assist an individual with dressing. I always give them choices for them to select from.”

The registered manager regularly reviewed people’s records to make sure these remained up to date and current about people’s choices for their care and support needs.

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 provider responded proactively when people needed immediate help or support with their care and support needs. A relative told us, “I am very impressed with the company. They stay calm and know how to de-escalate situations quickly and gently."

The registered manager told us about one person who had approached the service and asked for their help to move from a residential care home back to their own home. The person was unhappy and distressed at the care home. The registered manager worked with the person, their advocate and the relevant healthcare professionals to put in place a package of care and support for the person, which enabled them to come home and live independently and safely, with staff’s support.

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

Staff were well supported in their roles. A staff member told us, “Managers provided me the necessary support with my general wellbeing and attending to my concerns promptly.”

Staff had access to a mentoring and coaching programme to support them with any issues or concerns that might be impacting on their day-to-day work. They also had access to an employee assistance programme which they could contact at any time for confidential advice about personal or work issues that may be impacting their work performance and wellbeing.

The registered manager told us staff were offered incentives to boost their morale and support their wellbeing at work. They said, “We try a lot of initiatives to try and retain staff like part time working, social events, bonuses etc.”