All Care (UK) Limited Isle of Wight

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 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.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. People and their family members told us staff were generally kind, caring and respected their privacy. One family member said, “I do find them [care staff] to be kind and they will ask how I am as well as my [family member] and they do chat to them. They ask how they are before they start helping and check that they are OK and happy. People confirmed their dignity was promoted. One family member said, “They [care staff] are very sensitive to privacy. For example, they close the curtains when they are on the commode and make sure that the front door is closed even when it's warm weather. They even closed the kitchen door to me when they are assisting them.”

Staff 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. Feedback from family members, staff and care plans indicated people were understood and treated as individuals. Care assessments included information about people’s personal histories and preferences. One staff member said, “I pay attention to their needs and try to help however they want.” Another staff member told us, “I make sure I read their care plan if it's someone new it tells you what is needed and a bit about them as a person.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. There were systems in place to ensure people received care which promoted their independence, choice and control. Care plans reflected what people were capable of doing themselves and what support they required in other areas of their care. People generally felt that most of the carers would support them to be as independent as possible and confirmed choices were offered. One family member said, “It's good for my relative as they encourage them to do things. They will say ‘Do you want to do this today? They have gone from bed washes to having a shower and from using a commode all the time to sometimes using the toilet as well which they've encouraged. I'm very grateful for the team we've got.”

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 and family members had access to information about themselves via the providers app so they could monitor what care has been provided. Office staff confirmed that changes to planned care visits could be made if, for example, a person needed support to attend hospital or required a longer call such as following a fall or waiting for an ambulance. A person told us, “They [care staff] understand if I’m not feeling too good for example, I do get a bit dizzy at times and they just tell me to take my time and are really good with me. They always ask if there is anything else that I need them to do before they go.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff felt valued and were clear that they could speak with the management team at any time and that their views, opinions and suggestions would be listened to. The provider had a range of support available for staff including counselling services, wellbeing and options of financial support such as payday advances. The registered manager said they encouraged staff to speak up and seek support if they felt they needed it and staff well-being was considered with field and formal supervisions. The registered manager understood the need to make reasonable adjustments for staff who had social, religious or culture needs to fulfil.