CareCaliRaya Ltd T/A Apollo Care South Liverpool

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 70 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity.

People received sensitive support to maintain their privacy, dignity and independence. People and their relatives gave many examples of the kind and caring nature of staff. Comments included, "They love [Person] to bits, and it shows, they are incredibly helpful" and "Everyone is so kind and so good, patient and gentle." It was clear from our conversations with staff, they had formed close bonds with the people they support.

A review of care notes showed staff had a caring approach and were compassionate. A staff member told us, “Way I see it, the way you treat your mum is how you treat your clients, they might not be yours, but they are somebody's, they deserve dignity and respect."

There was a strong, person-centred culture within the service. Staff treated people as individuals and made sure people’s care met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People and their relatives told us staff respected them as individuals and understood their specific care needs. A relative told us, " [Staff] do their very best with [Person’s] fussy appetite.” A person told us how staff understood how important their pet was to them and described how they acknowledged the pet on every care call.

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 were involved in the planning of their care and processes were in place to ensure people's views were considered.

Staff ensured people had control over their day-to-day care and focused on maintaining their independence. A staff member told us, “It’s all about the client, they come first, and we involved them during the call, and encourage them to be as independent as possible.” Another staff member told us, “We always encourage her to do what she can do such as washing and drying her face and holding her cup.”

Staff described how they worked with external professionals to better promote a person’s independence with their continence needs, they described the positive impact this had.

Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Overall, people and their relatives were confident staff knew them well and would take action if they needed urgent help or support. A person told us, “I feel they would take the right action, if I was unwell, I feel they would do the right thing and seek help.”

However, some people told us about communication barriers that affected the clarity of information shared during care calls. A person told us, “Communication can be a bit of an issue, doesn’t usually get in the way of the care. Trying to explain can be frustrating but not big enough of an issue to raise a complaint.” Another person told us, “Sometimes, you ask [Staff] to do something, but they do something else as they have misunderstood.” We were assured this did not have a significant impact on people’s care needs being met. However, we shared our findings with the registered manager so they could adopt additional support measures to improve communication and reduce the risk of misunderstandings.

The provider cared about and promoted the wellbeing of their staff, and overall, they supported and enabled staff to deliver person-centred care. However, we identified staff were not always provided with the necessary information about risk or specific training to equip them to manage risk prior to completing care calls. A staff member described the impact of this and told us, “I wasn’t informed [Person] had addictions of drugs and alcohol, I was very unsettled, and I didn’t feel safe to be there.” We shared our findings with the registered manager who committed to ensuring robust preadmission processes were followed going forward.

The provider demonstrated how they had recently strengthened the support systems in place for staff with a focus on supervisions, team meetings and the development of a newsletter. The provider described how implementing these measures had led to better retention within the staff team which had a positive outcome on people as they had consistency.

Staff were kind, caring, highly motivated and were proud to work for the service. Overall, they were positive about the support they received. A staff member told us, “I love working for the company and the way we all work together is really good."