Mend 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 – this means we looked for evidencethat theprovider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this service. This key question has been ratedgood.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. Staff treated colleagues from other organisations with kindness and respect.

People and relatives mostly spoke highly about how they were treated. A person told us, “They all treat me great, I can't say enough about them, they’re all so good.” Another person said, “They look after me really well.” We asked relatives if staff treated their family member with dignity and respect, and a relative said, “Always. They really lift [family member’s] spirits, and they even do a little dance together. It’s very safe, and very good.”

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

Staff knew people well. Care plans contained clear information about people’s life histories, communication needs and personal preferences, enabling staff to adapt their approach. People we spoke with confirmed this. A person said, “They all know me very well. We get on brilliantly.”

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

People’s care plans identified where staff support was required and where they could undertake tasks independently. People were happy with how they were supported by staff and the care they received. Relatives told us their family member was supported to maintain their independence. A relative said, “The carers take [family member] to the day centre, down to the supermarket and for a coffee. It's great for [them].”

Staff supported people to make choices about their care, and they were involved in developing their care plan.

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 supported by staff who were familiar to them, which enabled staff to anticipate and meet people’s needs quickly, and in ways that was the most effective for the individual. Relatives told us staff responded to people’s needs promptly. A relative told us, “When [family member] had a fall, the carer called 999, then called me to tell me. They handled it very well.”

The provider ensured that staff were responsive to people’s needs and delivered good care through observational supervision.

The provider cared about and promoted the well-being of their staff, and supported and enabled staff to always deliver person-centred care.

Staff spoke positively about the management team and told us they felt valued and supported in their roles. Staff were happy to share their feedback with us, and we received a high response rate. All feedback received was positive. One staff member said, “We are encouraged to practice mindfulness and to have self-care activities in place. Our manager also encourages us to come to [them] if we have any issues, or if we need a break …giving us time off to reset and rebuild.”

Overall, staff reported feeling supported, respected and able to contribute to improvements. This positive culture helped ensure staff were enabled to provide compassionate, person-centred care.