UKG Care Havant

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.

People told us staff were kind and respectful and they felt comfortable with staff when they provided personal care always maintaining their dignity. Comments included, “They are kind and caring. They respect my dignity”, “No problems with respect and dignity”, “They speak to my (relative) in a respectful manner.”

Staff were observed and monitored with spot checks to ensure they treated people with kindness and compassion.

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’s cultural, religious and spiritual needs were assessed and recorded in their care plans. The provider confirmed adjustments to care were made to ensure people’s preferences were met.

People told us that they were treated as individuals, and their care was designed around their needs. They told us that they participated in planning their care and the provider listened to their views and wishes. Staff and people could describe how staff considered people’s wishes and preferences when providing care.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People told us they were given choices about the staff that supported them. This included being able to request male or female staff. They told us that if they felt their existing staff were not compatible with their needs, alternative staff were found.

People’s care plans were reflective of their abilities and strengths. People told us they were involved in developing care plans and that they were given choices on how they would like their care to be provided for example, what they would like to wear as well as choices for eating and drinking. Comments included, “I’m as independent as I can be”, “I’m supported with maintaining my independence”, “They try to give (person’s name) a choice of ready meals but also the dessert which help him feel part of things.”

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.

Most people’s care plans detailed where they had specific medical conditions and how these presented in everyday life. Staff had a good knowledge of recognising when people’s needs were changing and knew the appropriate action to take in response and office staff made any changes required were adjusted and updated. The provider told us, “We continuously adapt our packages to meet people’s changing needs, ensuring care remains safe and meaningful.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff felt supported in their role and they could contact the office, who operated an open-door policy, if they had any concerns. There was a culture of staff safety. Policies were in place in relation to lone working and monitoring stress in the workplace and there was a robust on call system in place to support staff out of office hours. This included staff checking when care staff had finished their shift to ensure they were safe and being issued with a torch and alarm while lone working.

The provider was also a mental health first aider and told us staff can approach them at any time and make sure staff feel comfortable if they want to talk to. The service also operated an employee assistance line where staff could also get support if needed.