Goldsmith Personnel Limited (East London)

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. At our last assessment we rated this key question good. At this assessment the rating has remained 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.

Staff reported they delivered care and support that promoted people's dignity, privacy, respect, and confidentiality. Staff members reported, ‘‘I use their preferred form of address, seek for consent before carrying out tasks, make sure I offer personal care behind closed doors and expose areas only being cared for. I discuss their care needs only with authorised individuals.’’ and ‘‘I ensure people’s dignity and privacy is maintained by offering choices, actively listening, respecting personal space and possessions and ensuring all personal care and medical discussions are kept strictly confidential.’’

People confirmed they were treated with respect and that their privacy and dignity were maintained. People told us, ‘‘I don’t feel disrespected’’ and ‘‘They close curtains and doors.’’
 

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 included detailed information on each person’s preferred name, leisure activities, social needs, and religious beliefs. This meant staff had a good understanding of each person’s individual needs and preferences, which were reflected in the care and support provided.

People confirmed staff understood their individual preferences, including their likes, dislikes, and preferences regarding who provided their care and support. A relative told us, ‘‘[family member] likes female staff and they have always respected that for showering.’’
 

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

Staff told us they encouraged people to maintain their independence and involved them in decisions about their care and support by offering meaningful choices. A staff member reported, ‘‘I allow them to make their choice and giving their opinions of how they want things to be done, giving them enough time to think and choose what they want for example food, drink, clothes etc. Always ask their opinion.’’

People confirmed they were supported to maintain their independence and were given choice and control over their care and support. One person told us, ‘‘They encourage me to exercise. I have a schedule from the hospital.’’
Staff supported people to have access to activities and the local community to promote and support their independence, health and wellbeing. A relative reported, ‘‘They take [family member] out twice a week. They take them to a day centre to meet people. On Fridays they go shopping and for a walk.’’

We found that people with a physical disability were provided with the necessary equipment according to their assessed needs. People were supported with appropriate mobility equipment, such as wheelchairs, to help them move safely, maintain their independence, and reduce the risk of falls and injury.
 

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 responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff communicated with people and engaged them in discussions about their immediate needs.

The provider responded promptly to people's changing needs and sought appropriate professional support when required. The registered manager reported, "We work closely with district nurses, GPs, and pharmacies. We say no to redness, if we identify any redness or concerns about skin integrity, we make a referral.''

People told us staff carried out health checks and promptly raised any concerns with relatives or relevant healthcare professionals. Relatives reported, "Staff have called me when they have had concerns about my family member's health. They know their usual demeanour. I contact the doctor and follow it up." and ‘‘Yes if they notice drier than normal skin they let me know.’’
 

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

The registered manager told us staff had access to regular supervision and flexible working arrangements. They added that staff wellbeing was routinely discussed during supervision sessions.

Staff told us they felt valued and were treated in a way that supported their wellbeing. They reported being regularly involved and having opportunities to provide feedback and raise concerns. This included structured opportunities such as regular staff meetings, as well as informal day to day discussions. Staff members told us, ‘‘I think the manager and senior staff and very supportive and treat staff with respect.’’ and ‘‘Yes the registered manager has an open door policy and is approachable, management is also approachable when issues are raised.