STANDBY24 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 service, which was newly registered on 8 December 2023. 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 received support that was compassionate, personalised and dignified. People received support that was tailored to their individual needs by staff who knew them well.

A person’s representative told us, “The company and staff are very supportive of the family, as well as [Name]. They are all very helpful and kind.”

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’s care plans included their goals and aspirations, and staff supported people to work toward and achieve them. A member of staff told us how they had worked closely with others, to complete support plans and risk assessments to enable the person they supported to safely attend a music concert.

People were actively supported and empowered to develop new skills. Staff introduced new ideas to people to enhance their quality of life, such as new activities, skills, work and education opportunities. People had their rights as citizens supported. Their representatives told us people were empowered to engage with their local and broader communities.

Leaders had good oversight of staff skills and knowledge and matched staff as much as possible to the people they supported.

When people were due to start using the service, comprehensive transition plans were developed with them and those important to them. Transition plans included meeting and spending time with the staff who would be supporting them, as well as being supported to access the local community, activities and resources according to each person’s individual interests.

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 able to spend time with others that were important to them, and staff supported people to facilitate and maintain relationships. A person’s representative told us, “Staff have helped rebuild positive relationships within our family. [Name] is mixing with the family again and is able to join us for family gatherings. We are having quality time together again.”

Staff empowered people to make their own choices and decisions on a day-to-day basis about what they did, what they ate and how they filled their time. Staff followed people’s individual communication plans when people could not communicate verbally, to help make sure people maintained control of their own lives.

People’s representatives told us how staff had supported people to learn new skills and engage in social and community activities. Staff ensured reasonable adjustments were made, when necessary, for people who needed them.

Staff empowered people to have their say about issues that were important to them. These were listened to and acted on. Staff and leaders held regular meetings where people were encouraged and empowered to have their say. Staff used individualised communication tools to support people to make choices and be in control of their lives. Where necessary, the provider arranged for people to access community and statutory advocates when they needed support to make important decisions.

The provider listened to and understood people’s needs, views and wishes.

People’s representatives told us that the staff knew people well. They said staff anticipated and met people’s needs quickly and in ways that reduced and mitigated people’s discomfort and distress.

Staff told us how they recognised signs and communication that may indicate when a person was becoming distressed or elevated. This helped staff to quickly support the person in ways that would help de-escalate negative or distressing situations. A member of staff told us, “I’ve been trained in positive behaviour support (PBS), which gives me tools to respond calmly and constructively if the person feels distressed.”

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

Staff we spoke with or received feedback from spoke positively about the organisation. They said that the support they received from the management, as well as colleagues, was excellent. Staff told us the training was of a high standard and said they were supported with career progression. A member of support staff told us, “Management and other colleagues are very supportive of me doing my Level 5 qualification”.

Other staff told us, “The best thing about working for Standby24 is being part of a supportive team that genuinely cares about the people we support. I really value the flexibility the company offers, and I feel proud knowing that the work we do makes a positive difference in people’s daily lives.” And, “Personally I will say that working for Standby24 has been an amazing experience for me. Standby24 is a specialist company that genuinely cares for its service users and staff. They go above and beyond for their staff, and provide support through adequate training, accommodation and career development.”