Oice Support Services

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 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People confirmed staff were compassionate, kind and treated them with dignity and respect. Staff had undertaken training to understand about promoting dignity and respect and confirmed, “We pride ourselves on maintaining confidentiality and respecting peoples’ personal choices.” The provider shared feedback from people speaking very positively about their care staff.

People’s individual needs and preferences were understood and detailed in their individual care plans. Staff demonstrated their understanding of the importance of treating people as individuals. Care plans included any relevant personal, communication, cultural, social or religious needs, which might be important for care staff to understand when providing care and support.

People were supported to understand their rights and make choices about how their care was to be provided. There was a range of equipment, where needed, to support and maximise people’s independence. People were provided with tailored support to ensure they remained as independent as possible.

Staff demonstrated an understanding of who to contact when people needed urgent help or support, People were encouraged to be involved in any decisions related to their care. Staff confirmed they were informed of any changes in peoples’ needs via handovers, secure digital updates, or direct communication with the care co-ordinators. Staff shared the importance of consistency in staffing, which helps contribute to building trust and comfort from familiar staff. Staff told us they escalate any concerns appropriately and that they listen empathetically and offer assurance that action would be taken swiftly when required.

Staff felt well supported by their manager and the provider. Staff had access to regular supervision for support and guidance, which supported their wellbeing. Staff were given opportunities to provide feedback and suggest ways to improve the service on a regular basis. Staff feedback was mainly positive, for example, “I feel listened to by our management team. They value our feedback and suggestions” and “I felt acknowledged. I can communicate with my manager or team leader and feel at ease presenting suggestions or raising concerns.”