Gem Homecare 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 provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this 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 80 (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 told us that the staff supporting them were caring and friendly. One person told us, “As well as providing great care they are kind, compassionate and really great company.”

Staff maintained people's dignity when providing personal care and were respectful to people and their homes. One person said, “The carers are very kind and respectful. They give private personal care observing my dignity.”

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 told us they were treated as individuals. They said staff knew about their personal history and what was important to them. One person said, “The standard of their care is marvellous. They always follow the care plan and complete all the tasks, checking if they can do anything else.”

Support plans were written with the person and included information about their preferences and how they wanted to be cared for and supported. This meant staff knew people well and understood their needs when providing care.

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 encouraged to make decisions about their care and to be as independent as possible. One person said, “I’m too independent, I know so sometimes they tend to offer help in a kind and caring way to help me retain some confidence. This is always done in a very respectful way. They [staff] are very diplomatic and polite.”

People had care plans that were personalised and responsive to their changing needs. Once a person's needs had been identified the care plan listed the ways in which staff should support them. Staff recognised the importance of talking to and getting to know a person.

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 knew people well enough to recognise when there was a change in their physical or mental health. Changes were made to care and support plans and care calls when people’s needs changed. Staff told us they received updates about people’s needs, any changes to care and the service in general. Staff reported to management any concerns and changes to people’s needs in a timely manner. Learning was shared with staff through meetings, supervisions and secure messaging.

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

Staff were highly complementary of the providers' drive to continuously improve the service for everyone involved. Staff said the management team were passionate about improving people’s quality of life, and it was clear staff shared this vision and were proud to work for the service. Staff felt empowered and were encouraged to share their ideas and make suggestions. The management team were keen to praise staff for individual contributions which had practice at the service. Without exception staff told us they loved their jobs. All the staff spoken with were committed, enthusiastic, and felt valued and appreciated.