OneCare Southampton Head Office

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 consistently treated people with kindness, empathy and compassion, and respected their privacy and dignity. Staff also treated colleagues from other organisations with kindness and respect.

People told us staff were caring and treated them with dignity. Comments included, “They (staff) are a team of very nice young people that come to [person’s name] and they have a good laugh and a bit of banter with him, which I know he loves”, “Some of the carers really cheer dad up”, “They (carers) are a very caring lot and we have a good laugh”, and “I have enjoyed the company of some of the carers and they go out of their way to be friendly and accommodating.”

Care records clearly reflected the importance of maintaining people’s dignity and respect. The provider ensured staff completed training in dignity in care, and staff spoke positively and compassionately about the people they supported. A professional told us, “In my experience, staff consistently demonstrate kindness, compassion, and respect towards the people they support.”

The provider recognised people as individuals and ensured care, support and treatment met their needs and preferences. Staff considered people’s strengths, abilities, aspirations, culture, backgrounds and protected characteristics when planning and delivering care.

People told us staff treated them as individuals and tailored care to meet their needs. They said they were involved in developing their care and that the provider listened to their views and preferences. Staff and people described how care reflected individual wishes and choices. This included adjusting care call times and, where possible, matching staff to people’s preferences. One staff member told us, “We support people according to their individual preferences, routines, cultural needs, and choices. Care is tailored to each person’s wishes and goals.”

The provider promoted people’s independence and ensured people understood their rights and had choice and control over their care, treatment and wellbeing.

People told us they were involved in developing their care plans and made choices about how staff delivered their care. This included decisions about what they wore and their food and drink preferences. Care plans reflected people’s strengths and abilities to support independence.

The provider offered people a choice of staff, including the option to request male or female carers. Staff gave examples of how they encouraged people to maintain their independence and supported them to retain daily living skills wherever possible.

One staff member told us, “I promote dignity, respect, privacy, and independence in everything I do. This includes always knocking and announcing myself before entering, obtaining consent prior to providing personal care, closing curtains and covering cameras during intimate care, encouraging clients to do as much as they can independently, and taking the time to listen to and honour their individual wishes and preferences.”

The provider listened to and understood people’s needs, views and wishes. Staff responded promptly to people’s needs and acted to minimise any discomfort, concern or distress.

Care plans clearly described people’s medical conditions and how these affected their daily life. Staff demonstrated a good understanding of how to recognise changes in people’s needs and took appropriate action in response. The registered manager reviewed and analysed care records to identify changes in people’s needs and ensure care remained appropriate. The provider updated care plans to reflect these changes and shared information with staff through an electronic system, which enabled them to access up-to-date information and respond effectively.

The provider promoted staff wellbeing and supported staff to deliver person-centred care at all times.

Staff told us they felt supported in their roles and could contact the office, which operated an open-door approach, if they had any concerns. The provider promoted a culture that prioritised staff safety. They implemented policies to support lone working and monitor workplace stress, and maintained a robust on-call system to provide support to staff outside of office hours.