Flawless Care Services Ltd - Vale House

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. People and relatives told us staff were caring and friendly. One person said, “They [staff] are friendly, and they are polite. They get me washed, dressed and they get my meals.” A relative said. “[Family member] has improved a lot so [family member] needs less help and support.”

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. Care plans explained how to empower people and encouraged participation in their daily routines.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The provider had a key worker system in place where people were assigned a staff member to act as their primary point of contact. This included coordinating care delivery, liaising with family members and external professionals and advocating for people’s preferences, routines and cultural needs. One staff member said, “We use different ways to help people understand their rights, such as pictures, gestures or support from family or advocates. We regularly check that they still understand and can make informed choices about their care.

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 knew people well and told us they were able to recognise when people required additional support. People were supported to access healthcare professionals in a timely way.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff had access to a staff handbook which contained information about expectations from the provider, policies and procedures.