Firstchoice Consultancy 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

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 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 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 were supported by staff who were kind, compassionate and maintained their dignity. A person told us, “My carer is very good. They understand my needs. When we have any problem, we discuss about it and sort it out between us.” A healthcare professional said, “The provider demonstrates a strong commitment to promoting personalised, person-centred care that respects the dignity, preferences, and independence of the individual they support”.

Staff knew and understood people well, including their preferences, wishes, personal histories and backgrounds. People were supported to have choice and control over their care and to make decisions about their care, support and wellbeing.

The provider treated the people as individuals and made sure their care, and support met people’s needs and preferences. They took account of person’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People were treated as individuals. A care plan we reviewed provided staff with details about the person’s likes and dislikes and gave guidance on how they preferred staff to meet their personal care and support needs and wishes. People had been involved in developing their care plans to help ensure they reflected their needs and preferences. People told us they were treated well by staff.

Staff had a good understanding of the people’s needs and how to meet them and people confirmed staff understood their needs.

The provider promoted the people’s independence, so they knew their rights and had choice and control over their own care, treatment and wellbeing. People were fully encouraged to maintain their independence and confirmed they were supported to do as much as they could for themselves and were fully involved in their care.

The care plan provided detailed information about what the person could do independently and where they required support. For example, the care plan we reviewed stated about washing themselves, "[Person] can wash their face and body, the carer support with the lower back and legs." The person said, “I like to be independent as much as I can. However, carer know when I need help. They follow the care plan” This meant person’s wishes were respected and they were helped to promote their independence.

The same staff routinely worked with the same the person. This meant staff were able to build up good relations with the person and to gain their trust. Care worker understood the importance of supporting the person to maintain their independence and to live at home for as long as possible. A staff member told us, “[Person] like to be independent as much they can. They would ask for assistance when they need help. I also always ask [the person] for their choices for breakfast and lunch.”

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 were involved in developing and reviewing their care plans. People’s health and medical needs were recorded in their care plans, along with contact phone numbers for GPs and next of kin. This meant staff had up-to-date information about how to meet person’s needs. Staff we spoke with had a good understanding of how to support individual and people told us their needs were met.

A person told us, “I had some issue with my previous carer. I brought this to the registered manager’s attention, and it was sorted. Since then, I had no issues. I am very happy with my current carer.”

The registered manager told us, “We provide support to [the person] on their preferred day. For example, If the person has an appointment, we will discuss about it and support the person to attend their appointment”.

Staff had undertaken training in first aid, health and safety, safeguarding adults, food hygiene and nutrition, duty of care etc. Th person told us staff understood how to meet their needs.

The provider did not always care about and promote the wellbeing of their staff. They did not always support or enable staff to deliver person-centred care.

The registered manager was providing trainings to staff despite having no qualifications to do so. However, this had no impact on the people’s health and wellbeing. Staff we spoke with were experienced and knowledgeable about the people’s needs and support. People we spoke with also confirmed this with us. Following our recommendations, the registered manager completed the relevant training qualification to deliver trainings. They also confirmed they book staff training with another private organisation.

Records showed staff had competencies assessed and an annual performance development review were conducted by the registered manager. This reviewed their work over the past twelve months and looked at possible areas for development.

Staff were given cards, chocolate and biscuits yearly as a thank you for the work they do.