Annies Homecare Services 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 service involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question requires improvement: At this assessment the rating has improved to 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.

People felt they were treated with kindness, compassion and dignity in their day-to-day care and support. People felt staff listened to them and communicated with them appropriately, in a way they could understand.

People felt staff knew and understand them, including their preferences and wishes. People and relatives told us staff responded to their needs quickly and efficiently, especially if they were anxious, upset or in pain. The registered manager was confident to tell us people’s privacy and dignity was respected and upheld at all times.

A staff member told us, “Care has many meanings. Apart from everyday tasks I feel good communication with the client is just as important. We are often the only people they see in a day and talking on subjects that are dear to them, making them laugh, spending as much time as is allowed is just as important and has a great impact on their lives.”

A relative said, “The carers who look after [my relative] are very kind and considerate.”

People’s individual needs and preferences were understood and reflected in their care and support. People’s personal, cultural, social and religious needs were understood. Staff treated people as individuals, considering any relevant protected equality characteristics.

A relative told us, “Annies Homecare staff genuinely engage, which helps [relative] feel less like its 'just someone doing their job.” The relative went on to say, “Annies have managed to keep a relatively small group of staff as the main care-team, which has allowed a good bond between them and [my relative]. All the Annies crew are great, but some are even greater than others!”

People’s communication needs were met to enable them to engage in their care and support to help maximise their experiences and outcomes.

The management and staff team supported people to have choice and control over their own care and to make decisions about their care, treatment and wellbeing.

The management and staff team supported people to maintain relationships and networks important to them. A staff member told us, “I have been able to help a person maintain their independence by supporting them to and from the train station so they have been able to visit family/friends.”

People’s needs, views, wishes and comfort were considered a priority and staff quickly anticipated these to help avoid any preventable discomfort, concern or distress. For example, a staff member noted a person was not sitting comfortably in their chair. An occupational therapist was contacted to assess the person and the outcome was a new chair ordered to meet the person’s needs.

Staff were alert to people’s needs and took time to observe, communicate and engage people in discussions about how they were feeling, both physically and emotionally.

People received safe, effective and person-centred care because the provider recognised and met the wellbeing needs of the staff team. People benefited from staff who had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service or staff experiences.

Staff were supported if they were struggling at work. This had a positive impact on the care they were able to deliver for people. A staff member told us, “I have a great working relationship with my manager and have always been able to approach them when needed and they will always try to accommodate my needs when needed.”