Ontime Response Healthcare Ltd Norfolk

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. Every person and relative we spoke with informed us that staff were kind and caring, 1 person told us, “They are lovely” and 1 relative told us, “They are lovely [staff] and lovely with [relative] and generally very kind and good.” Another relative said, “They were kind helpful”

We found people’s care plans recorded their emotional well-being and how staff were to support people with this.

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’s care plans recorded their likes and dislikes and talked about their life history and their individuality and how they liked to spend their day-to-day lives and the support they required to do this. We received positive feedback from people and relatives, 1 person said, “I am very happy, if anything they are over helpful and will literally do anything to help.” And a relative said “[Relative] likes the care staff and they will sit and chat to [Relative].”

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 recorded what their hobbies were and what they liked to do. Care notes we reviewed evidenced people were supported to achieve these on a daily basis.

People were in control of their care and support needs. A relative told us, “When delivering care, they talk through what they are doing before they do it and explain everything to [Relative].” A healthcare professional told us, “The care staff have supported [Person] to pursue their hobbies and interests on a daily basis.”

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. Speaking to the registered manager they gave us examples of how the service has responded to people’s needs, and this was confirmed when speaking to healthcare professionals. A healthcare professional told us, “Any concerns they act upon.”

People were not rushed to have their needs met. A relative told us, “There never seems to be any rush and they will chat and explain everything to [Relative] always showing respect.” The service had clear policies in place that informed staff on procedures to take in certain events and seeking help for the management team.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff’s wellbeing was actively monitored in the service and staff felt valued and supported. This was monitored through discussions with staff in monthly meetings, encouraging people to talk and raise concerns. Regular one-to-one supervisions were conducted and there was evidence of discussing their wellbeing regularly and any measures implemented to support it.

A staff member told us, “Yes, I personally feel valued, I think I have had maybe 2 or 3 compliments, showing they are appreciating everything I do.”