Compassion First Home Care

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.

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.

People said staff were kind, caring and respectful. One relative was pleased with the service. About the support, they said, “I get the impression they (staff) are all very polite with her. [Person] speaks highly of them, and they are very comfortable with the care staff.” Another relative said, “Staff always chat with him. They protect his dignity and [Person] has got to know the small team of care staff that look after him.”

Staff explained to us how they treated people. They all knew their responsibility to provide care and support in a caring and sympathetic way. One staff member told us why the service people received was good. They said, “It is the whole dynamic, staff are here for the right reasons. It is about the people we look after. We are all hands on.”

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 were supported to make individual choices and decisions about their lives, including how to spend their time and their care preferences. People were asked if they wanted care staff of a particular gender to support them on their care calls. We saw where people had specified a preference, this was followed. The provider’s care call allocation system allocated staff whom the person preferred which helped ensure people’s preferences continually to be respected.

Staff spoke about people in a kind and considerate way. Staff told us they enjoyed working at the service and they themselves felt they made a difference to helping people. Staff described to us how they supported people and how they managed people’s individual health and wellbeing, as well as any risks in a personalised way. Staff were able to tell us how some people liked their personal care routines which differed to others, and this was provided. One staff member told us how they provided care to 1 person and they told us, how they were sensitive when they supported that person. This staff member said, “I know people quite well - so I would come away with the information and explain it - give them the information they need. I do it in a diplomatic way in case they feel their health is not that bad.” They said some people did not always know they needed more help than they realised.

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

People were involved in their planning, and their care information recorded their individual preferences. This included how many staff they needed at each care call to provide safe and effective care, what equipment they needed and how they wanted staff to care for them. People’s care records described in detail, what staff needed to do at each care call. We saw records showed how people wanted their care routine, what flannels staff had to use and when. Staff said all of these details were available to them.People and their relatives were content and felt their independence and choice was understood, respected and promoted by staff. Staff understood maintaining independence and supporting people to do what they could was vital to put people in control. People and relatives confirmed to us they were supported to make choices which staff followed.

The provider always listens to and understand 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 their relatives were pleased with the support they received and raised no concerns with us about their care or care call times. Two relatives shared with us they wanted different staff, and this was immediately responded to. Those 2 relatives said they were always pleased with the service and were satisfied their request was responded to. The registered manager and staff worked closely with a range of health and social care professionals to make sure, people’s health and wellbeing was maintained. Close monitoring and communication with those health professionals helped support positive care outcomes.

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

Staff told us the registered manager respected their individual needs and requirements which helped them focus on people’s care. One staff member said the registered manager respected their wish to change their job role to make it easier for them to manage people’s care calls around their own commitments.

All staff spoke highly of the support provided by the registered manager and they all enjoyed working at the service. One staff member said, “We are all here for the right reasons. It is about the people we look after, we are all hands on and we are all understanding.” They said, “We provide amazing care - because of call times. We are not rushed, have plenty of time and we all know the people, so we do not go in blind. Some told us they felt valued through good training opportunities and the provider had supported them to develop and gain additional qualifications.

Staff received one-to-one supervision, access to training through online sessions and some face-to-face taught sessions. Staff said the registered manager was always available and staff told us they felt they could raise any points they wanted to discuss.