Efficiency Health and Homecare Services - Malmesbury

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 since it registered on 05 January 2024.This key question has been rated requires improvement. This means that not all aspects of the care provided ensured people were treated as individuals and did not always ensure staff wellbeing was supported.

This service scored 60 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated people with kindness and respect. People told us staff were respectful and caring, whilst some people shared feedback about language barriers, overall people found ways to communicate. One person said, “I am happy with what the carers do, they try to give me regular carers”.

People were thankful to their staff and said that they got on well with them.

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. For example, one person told us they had “never actually seen their care plan”. This meant that the person was not empowered to input into how they like their care and support to be undertaken.

One person had specific mobility needs, but they did not have mobility guidelines or a risk assessment. This meant staff lacked details on how this person preferred to mobilise and what to do in the event of a fall.

People told us they felt listened to by staff and that staff help with choices around mealtimes.

The provider did not always promote people’s independence which meant people were not always given choice and control over their own care, treatment and wellbeing. Care plans had not been written and reviewed with people in order for them to have choice and control over the way support was provided. Care plans did not contain information about how people remained independent. This meant staff would not know how much support would need to be provided and people would be at risk of being deskilled.

Staff 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. People told us staff enjoyed supporting them.

Staff told us they enjoyed their work and felt supported by the provider. Comments from the staff included, “I do enjoy it” and “I enjoy the work, I like taking care of people.” Staff felt able to share any issues they had with the care coordinator so that support could be provided. Staff spoke to us about the importance on understanding people’s needs and wishes.

However, the provider did not always ensure that staff wellbeing was documented and supervision did not contain any information to monitor or record staff’s developmental opportunities and “supporting competent and confident motivated staff” in line with their policy. Risk assessments regarding pregnant employees had not been completed fully and reviewed regularly. This meant that the protected characteristics of pregnant employees were not supported in line with their rights.