Firstcall 247 Limited (Gloucestershire)

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 newly registered 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. Staff treated colleagues from other organisations with kindness and respect.

Most people and their relatives described staff as kind, caring and friendly and felt staff were respectful. People said comments such as “Yes, they [staff] are just very kind, we talk most days” and “I think they [staff] are very good and hard working. They are kind and caring and that’s the main thing.”
 

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.

Staff had received training in equality and diversity; however, the registered manager stated they were improving the development and communication skills of staff to aid their communication with people and to better understand people’s diverse needs. People reported staff were respectful. One person said, “They [staff] treat me with respect same as I have with them. I talk to them and they know that I want to keep my independence.”
 

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 had control of their care and staff were respectful of their views. People said their choices and preferences were respected by staff. Some people said staff encouraged them to be independent and retain their skills and mobility.
 

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 reported staff responded to their needs in the moment and reported staff checked their wellbeing and ensured they were comfortable and had access to food and drinks before leaving. We received comments such as, “They [staff] ask me if I need anything and they would do anything if I asked them to” and “They [staff] ask if [person] needs anything before they leave.”
 

The provider cared about and promoted the wellbeing 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 respected and supported in their roles. They described the culture and the management arrangements as improving. We received comments such as “Management is very helpful and it has changed now and it is better than before. They will help me if I am sick” and “I feel really well treated and if I had an issue, I would feel comfortable to report it to my manager.” They told us their wellbeing was routinely discussed during supervision sessions and staff meetings and said they felt comfortable to approach managers to raise concerns or seek support.