High Healthcare

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.
Feedback from people and their relatives was overwhelmingly positive. One person said, “The carers are very kind, compassionate and caring. I cannot fault them.” A relative commented, “The regular team who help and support [person] are very caring, compassionate and professional. They help with medication, food and private, respectful personal care, always giving them dignity.”
Daily care records reflected staff’s patient and compassionate approach during each care call, demonstrating a consistent focus on dignity and respect.
 

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 and relatives shared examples of staff tailoring care to individual needs and preferences. One person told us, “The carers provide excellent, respectful personal care and provide breakfast where they always give me a choice.”
Staff demonstrated an understanding of each person’s unique circumstances and responded appropriately, ensuring care was personalised and centred on the individual. One staff member told us, “If someone cannot walk to their wardrobe, I wheel them to it to allow them to look through their own clothes and choose what they want to wear.” Another staff member told us, “The registered manager trains us to always give choices. I always ask what someone wants to eat, I would never just prepare what I thought they wanted.”
Records supported these observations, showing staff adapted care to each person’s requirements and choices.
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
Staff encouraged people to make decisions and maintain control over their daily lives wherever possible. One person said, “The carers are kind and compassionate. They are just so good. They provide medication and food. They have never missed an appointment.” People and relatives reported feeling empowered to express their preferences, and staff offered support to preserve privacy and independence during care.
Daily records showed staff actively promoted participation in tasks of daily living, helping people retain skills and autonomy.
 

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.
Communication with other professionals was strong, helping to ensure people received safe and effective care and treatment. Staff made excellent use of additional care services to provide timely support in emergency situations.
Records showed good communication between staff, and staff reported being kept up to date with people’s changing needs and preferences. This enabled them to respond appropriately and consistently to immediate needs.
People described the service and staff as “responsive” with 1 person informing us, “They [staff] are forward thinking and very thoughtful” and “they [staff] are responsive to all of my needs.”
 

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.
The provider was clearly focused on promoting staff wellbeing and regularly reviewed related practices. Evidence was seen in staff meetings and memos advising on how staff could maintain their own health and safety during adverse weather conditions for example.
Staff reported feeling well cared for and supported in all situations. The provider demonstrated commitment to staff wellbeing through formal initiatives, such as employee of the month awards, and informal opportunities, including taking staff for coffee and catch-ups.