P & N Healthcare Services Ltd - Gloucester

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 were happy with the care they received. The told us staff treated them with kindness, compassion and dignity. People said they had formed a good relationship with staff and their privacy was respected.

We received comments such as, “Yeah they [staff] are very kind, always ask us what we want” and “My staff team and carers are friendly and warm and very kind…….. They always ask me what I need on top of my support needs.”

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 confirmed staff were polite and treated them as individuals and respected their choices and how they wished to live their lives. People’s care plans were person-centred and included information their background, their care needs, abilities and preferences and how people wanted to be cared for. Staff understood about people’s cultural needs and backgrounds.

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 stay as independent as possible and to remain in control of their life and care needs. Staff understood the importance of supporting people to maintain their independence to enable them to live at home for as long as possible.

Care and support plans identified what people could do independently and how staff could assist. This supported people to remain independent and retain choice and control over their care and support.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment to ensure they remained comfortable and not distressed.

People and their relatives told us staff were responsive when people were not well or in an emergency and their views and wishes were always considered. The registered manager had been assured staff had responded appropriately following incidents or concerns about people’s health and welfare.

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

Staff raised no concerns about their workforce well-being. However, we identified instances of staff working consecutive days without a day off. This was raised with the registered manager who shared the rationale for the temporary circumstances and agreed to implement measures to prevent staff fatigue during extended shifts.

Staff had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service through staff supervision and team meetings.