Thames Homecare Services Greenwich Branch

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 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity. People were treated well by familiar staff who knew them well. We received positive feedback from people and relatives about the kind and caring approach taken by staff. Comments included, “The carers are very kind and caring and “[Family member] is always treated with dignity and respect and consistently has the same carers who know his needs well’ and “I get the same carers and they are wonderful.”

Staff were proud to deliver kind and compassionate care. A member of staff told us, “I came to this job as I really enjoy caring for people and making sure they get the dignified care we all want for ourselves or our own family. The feeling you get when people are happy with their care is wonderful.”

Despite the lack of personal detail in care plans people told us they received personalised care and they were treated as individuals. Comments included, “When I have friends over and [the staff] are there, they even know my friends, and we all sit and have a chat rather like extended family, actually better” and “I could not say enough good stuff about them, we have chats and they raise my spirits.”

Staff we spoke with demonstrated a good knowledge and understanding of the people they cared for and showed a commitment to treating people as individuals. A member of staff said, “No two clients are the same. You get to know people and how they want their care to be.”

The provider’s care records did not contain sufficient information to demonstrate how staff should promote people’s independence, choice and control.

The provider had care plans and risk assessments in place however these did not contain sufficient information about people’s likes, dislikes, choices, preferences, abilities or life histories.

Care records did not focus on people’s strengths and abilities or record how staff were to promote people’s independence, choice and control over their care. The lack of detail meant people were at risk of getting care and support from staff that did not know their personal preferences. It also meant staff would not have enough information to ensure people’s independence would be promoted.

Notwithstanding these shortfalls staff told us they encouraged people to carry out care tasks where possible. For example, one staff member told us how a person can brush their own teeth, so they ensure this is promoted during care visits. Another staff member told us how a person they support likes to eat lunch outside, so they offered this option during care visits.

The provider understood people’s needs in the moment, and processes were in place to help minimise any discomfort, concern or distress in these instances.

Staff understood the signs, triggers and other factors that might cause people to become anxious or distressed in the moment. People and relatives told us staff responded when people were distressed. A relative said, “The carer is amazing, it is a difficult job, [family member] can be very difficult, but the carer never takes it personally and he keeps coming back to support.” People told us staff were attentive and responsive and took the necessary action when they observed changes or deterioration in people’s health. A relative told us, “The carers are very good, they're observant in that they point things out like the back's a bit dry, or there is this sore place. If the back is really hurting, they'll me.” People also told us staff worked flexibly and adapted to changing circumstances. A relative told us, “Carers often stay over time to offer extra help, they inform me if [family member] is unwell and will even help me get them ready for any appointments.”

Staff were confident about taking the right action in emergency situations. A member of staff said, “If my client is unwell, I will contact the GP for them or inform the family. If it is an emergency, I will call 999 and inform my supervisor.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. There were a range of formal and informal resources available to enhance staff wellbeing.

The provider also created a culture where staff successes were celebrated through award schemes and public praise. The provider told us, “We promote recognition and connection through staff events, awards, and small gestures of appreciation, alongside coaching and emotional support where staff have been affected by bereavement within the community.”

The provider carried out staff surveys which enabled staff to share their experiences of working for the provider anonymously. Staff consistently told us they felt supported and valued. A member of staff said, “All the office staff and managers are very supportive. If we ever need anything they are very responsive. I think they look after us well.”