HLG Complex Care 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 HLG Complex Care Ltd. 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. People we spoke with during the inspection confirmed this. People and their relatives explained how well supported they felt by staff.Comments included, “The carers have a great personality and are easy to get on with,” and “The carers are very easy to approach and get on with.” Records we reviewed showed staff had received training in key aspects of care, including delivering kind and compassionate support. Staff we spoke with demonstrated these qualities and gave examples of how they put them into practice when providing care and support. Daily care notes showed people were treated with respect and kindness, with staff listening to their wishes and supporting them with their chosen daily activities.

The provider treated people as individuals and made sure people’s care, support and treatment met their individual needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. The care provided to people was tailored to meet their needs as detailed in their support plans. People’s care records were personalised, clearly reflecting their unique needs, wishes, and preferences. Detailed risk assessments and strategies guided staff to ensure safety, while ensuring people were treated as individuals. People confirmed they had chosen how they wanted to receive their support. They said they were treated well and staff understood their individual needs. One person said, “I have been involved in meetings to check in the progress of my care which was a positive experience.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The care people received was very person led, and staff consulted with them regularly about how they wanted to receive their care and support. One person said, “I can make everyday choices like what food I want each day.” Staff understood the importance of ensuring people maintained their independence.Staff supported people to attend activities of their own choice. People told us about the activities they regularly took part in, which were meaningful to them. Support was provided in a proportionate way. For example, some people were supported to attend their activities, while others were able to go independently.

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 were aware of people’s needs. Records demonstrated that staff sought support from relevant professionals to ensure timely and appropriate care interventions. Each person had their own staff team; this gave the person consistency with their care. Staff were also familiar with the person they were providing care to and knew how to identify any changes to their health and address them promptly. People told us staff arrived on time and stayed for the full duration of their allocated visits.

The provided cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Regular supervisions were completed with staff to check performance and well-being. The provider used a digital staff rota system, which meant staff were easily changeable to accommodate availability and staff work pattern preferences. Staff felt valued by the provider and felt they made a difference to people’s life. Staff spoke positively about their role.