Greenways Live-In Care Ltd

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. Health professionals described staff as polite and respectful.

Relatives told us staff were kind and supportive. One relative said. ““The carers are very respectful, all of them and treat family and [relative’s name] so well.”

Staff spoke about the importance of treating people with dignity. One staff member said, “I close the curtains, and ask kindly and politely if they are ok with me to help them with personal care, I check they are comfortable during repositioning.”

One professional said, “[Staff] appear to know the individuals they support well and show patience and empathy with their interactions.”

The provider told us they monitored how staff interacted with people by carrying out phone-call checks and gathering feedback from people through surveys. This helped them identify good practice and address any concerns promptly, ensuring people continued to receive care that upheld their dignity and respected their individual needs.

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. Records showed that people’s care plans were centred around their needs and wishes.

One staff member confirmed people’s care plans showed people’s likes dislikes and interests, helping them provide personalised support.

One relative said, “we are happy that the carers know what they are doing and know [person] well.”

The provider told us they regularly reviewed people’s records to check staff were delivering person centred care.

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

Care plans included information about what the person could do for themselves to maintain independence.

Leaders said staff supported people with choices. For example, they said one person liked to do exercises every day with staff to maintain good mobility and another person liked to do crosswords with staff.

One staff member gave an example of how they encourage independence. They said, “I encourage [person] to do what they can for themself, even small things make a difference. Repositioning I encourage [person] to roll to the other side.”

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.

The provider said they aimed to ensure people who required time-sensitive medicine received visits within the appropriate time frame. They also explained that some people preferred to get up later in the day, and their visits were scheduled to reflect this. Several relatives told us staff sought advice from health professionals when needed, helping to ensure people received timely and appropriate support.

The provider promoted the wellbeing of their staff and aimed to support and enable them to deliver person- centred care.

Staff said they received regular supervision and training and were happy with the support they received from the provider. Records showed staff supervision had not been consistently completed in line with the provider’s own policy. However, this shortfall had been identified, and a supervision and appraisal schedule had been introduced to ensure these are carried out consistently. When supervision had taken place, we saw it focused on staff development, offered support, and provided both positive and constructive feedback.

This meant staff were encouraged and supported to develop their skills and confidence. This also meant the provider was taking steps to strengthen oversight and ensure staff had the guidance they needed to deliver person centred care.