One Love Home Care - Main 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 80 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

The provider led by example to make sure people and their families were always treated with kindness. One member of staff wrote, “She [provider] consistently demonstrates the values of compassion, integrity, professionalism and respect, and I believe these qualities are reflected throughout the company.

People and their family members praised the staff. Comments included, “Absolutely lovely. Very respectful,” “Respectful, thoughtful, always upbeat” and “Always did more than they had to. They (staff) understood their sense of humour.”

The provider had received numerous thank you cards from relatives of people who had been cared for by the agency. One person had written, “Thank you for loving them and keeping them safe.” Another said, “Such warm, kind care.”

Staff spoke passionately about their work and were respectful when speaking about the people they cared for.

The provider treated people as individuals and made sure people’s care and support met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The service provided was based around people’s individual wishes. Staff worked with each person to ensure the care they provided met their specific needs and wishes. One member of staff told us, “The carers are also very supportive to each other sharing the likes and dislikes of each client so that we are all working from the same page to make their last days run as smoothly as possible. Communication is key."

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

People remained in control of their day to day lives with support from staff who respected their wishes. Care plans showed people were encouraged to be as independent as possible within their own homes.

The service responded promptly to requests for support for people nearing the end of their lives. This enabled people to be in control of where they wished to spend their time. One family member told us having staff from the agency enabled them to fulfil their relatives wish to be at home with their family at the end of their life.

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.

Staff worked with other professionals to make sure care was responsive to people’s changing needs. This included making sure care was increased when needed and appropriate equipment was in place to safely support people. One person said about the provider, “She came round and talked to me. If, and when, I need more help, just have to ring her."

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

Staff praised the support they received from the provider. One member of staff said, “It’s an amazing company to work for, so supportive.” People said staff who visited them were always cheerful, a family member commented, “Don’t hear any moaning from the carers. They say she’s a good boss to work for. She supports her staff."