Areys Care

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 evidence was sought that people were treated with compassion, kindness, dignity and respect. This was the first assessment since the service registered with CQC on 29 May 2023. 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 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 and relatives consistently said care workers were kind, caring and respectful. One person said, “Yes, they are kind.” A relative said, “They respect us and our home very much.” Another person said, “They are very caring and listening.” Staff treated people with dignity and respected their privacy in their own homes. They built positive and trusting relationships with people. This showed that staff were kind and respectful when they supported people.

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 received care from staff who knew them and treated them with kindness. Staff gave examples of how they supported people in ways that met their individual needs.

For example, staff said one person became anxious if care was rushed. Staff gave the person time, explained what they were doing, and checked they felt comfortable.

Staff also respected people’s personal routines and preferences. For example, one person preferred limited conversation during personal care. Staff understood this and gave support in a calm and respectful way.

This showed staff knew people as individuals and provided care in the way people preferred.

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

People had choice and control in their day-to-day care. Staff asked people what they wanted. A relative said, “Carers ask her if she wants to sit downstairs or stay upstairs, and what she would like to eat.” This showed staff offered everyday choices.

The provider recorded some preferences in care plans. However, staff did not always show how they reviewed these choices over time. This meant people had some choice and control, but the provider did not always show how staff promoted this consistently.

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.

Staff responded quickly when people needed help. People and relatives said staff listened and gave support during care visits. Regular staff knew people well and noticed when their needs changed.

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.

Staff said they could ask the [registered] manager and office for advice when needed. One staff member said, “Yes, I feel supported by my manager. I can ask for help or advice whenever needed.” However, the provider did not provide consistent evidence of supervision, appraisals or one-to-one support. In addition, the provider did not always check care notes, speak with people, or observe staff practice. This meant they could not always show that staff were supported with their wellbeing and development.