Parry Healthcare Wiltshire

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.

At our last assessment we rated this key question Requires improvement. At this assessment the rating has changed to 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.

During our visit the Registered Manager told us how they had supported a person with their garden. Although this was not within the support they were required to provide, they were aware this was important to the person. They therefore arranged to complete this task outside of the care hours they provided.

Staff told us they respected people’s privacy. Comments included “I always communicate with people to ensure they understand”, “I make sure doors are closed” and, “I ask permission”. This meant staff were showing compassion and kindness when supporting people.

People told us, “We have 4 carers that are brilliant”, “[person] is a private person, he feels comfortable with them” and, “They are exceptional. We say they are A star”. One person told us “[Registered Manager] has gone above and beyond for us”. This meant people were being supported by caring staff that showed them compassion and respected their privacy.

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.

We saw care plans contained detailed information about people’s needs and preferences. For example, we saw clear guidance for staff to follow to ensure that they made a person’s bed in the manner they preferred. We also saw guidance related to a person’s preference in how they wanted staff to behave within their home.

Staff told us they supported people in the way they preferred and adapted the support to meet people’s preferences. Comments included, “Everybody likes things done differently”. One staff member explained how a person’s support was adapted to meet their needs. They told us, “Some mornings [person] can be energetic but other mornings slower, we don’t pressure [person] we take our time”.

One relative told us “Staff don’t assume”. One person preferred same sex carers their relative told us, “We mentioned this and they only send women now”. This meant support was being offered to meet people’s individual needs and preferences.

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

Care records contained details of people’s preferences, what they could do independently and what they needed support with.

Staff explained to us how they supported people to remain independent. One staff member told us, “We support [person] to do as much as they can themselves and be independent”. This meant staff were offering support which promoted people’s independence.

We spoke to people and their relatives. Comments included, “They listen to [person’s] wishes” and “They involve [person] in all decisions”. This meant people were able to have choice and control within their lives and were supported to remain as independent as possible.

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.

We spoke to staff who told us how they supported people. One staff member told us about a time when someone required antibiotics when they were unwell. We spoke to people and their relatives who said that staff acted promptly when people’s needs changed. For example, one relative told us that staff had identified an infection and called a healthcare professional, this enabled the person to be prescribed the correct antibiotics. They told us, “Thanks to staff the antibiotic was changed and it was resolved”. This meant people’s immediate needs were supported promptly.

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

The Registered Manager told us how they were supporting a staff member to develop within their role. We saw that the registered manager had promoted learning and development during the staff supervisions.

Staff told us that leaders were very supportive. Comments included, “We have regular supervision” and “The manager helps us and checks that we are ok”. This meant that staff were supported and their wellbeing promoted.