E2K Care

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. At our last assessment we rated this key question good. At this assessment the rating has remained 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. A person’s relative told us, “[Staff] help with personal care and respect [person’s] privacy and dignity. When I’m home I can hear them in the other room having a laugh. [Person] feels comfortable in their presence.” Staff spoke warmly about people and showed compassion and genuine concern for their wellbeing. For example, when asked what made them most proud in their role, a staff member said, “I think the one thing we love to hear [from people] is, ‘When are you back? I can’t wait to see you again.’ Their face lights up, ‘Ooh I’m glad it’s you, it’s nice to see you.’” Another staff member said, “The company are really good, and they really do go out of their way compared to the other companies I have worked for, they meet and exceed the customer expectations - all the carers, we go out of our way, pop to the shops for people or stay extra time if they need comforting or anything extra.”

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. For example, we saw staff regularly supporting 1 person to set and blow dry their hair in rollers as per their wishes in their care plan. A staff member told us, “[Person] loves [their] hair being done.” Information was available to guide staff on how people would like to be made comfortable for their day if they had limited mobility. A person’s care plan set out, ‘I like my white and blue blankets on over my legs. I have the TV control on my lap tray with the box of tissues.’

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 with social and leisure activities, as well as running errands and attending appointments to promote their independence. The registered manager told us this could include, “Walking, going to garden centres, supporting people to go to the dentist, doctor’s appointments, bowling, shopping.” We saw staff respected people’s decisions, such as choosing to make their own lunch or dinner on occasions, rather than having staff always do this for them.

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. This included in the event of an emergency or if a person was feeling anxious or distressed. A professional who works with the service told us, “E2K carers treat my residents with dignity and respect. They arrive on time, and it is nice that the residents have the same carers, so they get to know the residents. We can phone E2K in an emergency and they will send a carer ASAP.” The registered manager told us, “[Person] has anxiety, and their [relative] will call and ask if we can come over. We can do that. We can be there quickly.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff were valued, and had access to counselling, support, and financial incentives. The registered manager told us, “Workers get Christmas bonuses, Easter bonuses, and golden shifts (shifts with additional pay).” There was a strong ethic of teamwork shown amongst the small staff team, to ensure everyone had support if they needed whilst out in the community. A staff member told us, “We have enough staff, and we always call in to make sure everyone is okay before we go home, so there is always help out there. One phone call and someone is there.” The provider also invested in staff progression and supported them to achieve professional qualifications.