Aptine 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 this service since its registration. 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 told us staff were kind and caring. One person said, “[I have] no issues with any [of the care staff].” Relatives commented, “[Staff] are very nice”, and “[Staff] are very good in keeping [person’s dignity].” The staff we spoke with spoke about people in a caring and respectful manner. A staff member said, “For me being a carer is not a job, it is about making a difference in individual’s life. I am always happy to go an extra mile.” The registered manager and other senior staff members we spoke with demonstrated caring values and a commitment to providing compassionate and person-centred care when discussing the service and their support for both people and staff.

The provider treated people as individuals and ensured that their care, support, and treatment met their needs and preferences. They took into account people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People and their relatives told us staff knew them well. A relative explained, “I’m very happy with [the care]. [Staff] are very caring. [Person’s] condition with dementia means she can’t tell what she thinks of it, but she seems happy and comfortable.” People’s individual care plans included information on things important to them, their life stories and described their interests, strengths and preferences.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People and their relatives told us staff enabled them to be as independent as possible and provided support when needed as per their wishes and needs. One relative said, “[Staff] protect [person’s] privacy and dignity. They take their consent.” People’s care plans clearly described the level of care and support they required and wished to receive. People’s care was tailored to their individual circumstances and needs; some people received only ad hoc care when they needed it.

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. People’s relatives told us staff were sensitive to people’s distress and communication needs. For example, for those who live with dementia or people with a learning disability who require individualised support around situations that could pose a challenge for them. People’s care plans included information about their individual needs, and staff knew the people they supported well.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt supported and listened to by the management. Staff comments included, “You can ask [the managers] anything and they respond. We have on call phone which you can call 24/7”, “It is good company to work for. I have not had any bad experiences.” Staff had regular opportunities to discuss the support they needed via an on-call arrangement, supervisions, staff meetings or during spot checks of practice.