South East Focus Care Limited

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. 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.

People told us that staff were kind, respectful and caring. They said that staff treated them with dignity and were respectful of their homes. People told us they were informed about changes to their care, for example if staff were running late. They said that staff called ahead to let them know and apologise for any inconvenience. Staff had a good knowledge of people’s needs and spoke about them with warmth and familiarity. Senior staff used spot checks to monitor how staff engaged with people during care visits. This helped to ensure people were treated with kindness, compassion and dignity.

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 told us staff understood their needs and provided care in a way which was personalised to them. They told us that staff had taken time to get to know them as people, which helped promote positive working relationships. Staff had a good knowledge of people’s individual preferences and routines. They understood the importance of adapting their approach when supporting different people. This helped to ensure the care they provided was tailored to the individual they were supporting.

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 supported to remain as independent as they wished. They said that care was carried out in a way which they wanted, which meant that people remained independent with aspects of their personal care where possible. Staff had a good knowledge of people’s individual needs and preferences. They told us about how they respected the choices people made about their care and ensure their approach reflected this.

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 told us that staff recognised when they were feeling unwell and needed additional support. They said staff would stay with them to ensure they were comfortable or wait with them until medical professionals attended if alerted. Staff had a good knowledge of recognising when people’s needs changed and understood their responsibilities in reporting concerns to senior staff. In one example, staff reported that a person was struggling to swallow their food. The provider reported concerns to speech and language therapists, which resulted in an assessment and ultimately a change in prescribed medicines. This change helped the person remain more alert during mealtimes, resulted in no further concerns around the person swallowing.

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 were happy in their role. They said that management staff were supportive and encouraging. They told us that they were given opportunities to further their skills through additional training and qualifications, which helped them to work towards their career goals. Where staff had been recruited internationally, they told us the provider had gone to great lengths to help them to prepare and adapt to living in a new country. This included helping staff to source accommodation, transport and make links to peers. The provider had adapted their staff induction programme, which helped international staff during the transition to living and working in the UK.