Argent Care Limited

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. Staff treated colleagues from other organisations with kindness and respect.

Staff were kind and caring, and respectful of people’s needs for privacy and dignity. Staff told us they had clear guidance to support dignity in all tasks, including personal care routines, mobility assistance and supporting the person to get in and out of bed. The person’s advocate told us staff demonstrated kindness and were very thoughtful. For example, staff had brought party candles and banners when it was the person’s birthday.

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.

The provider told us they were committed to embedding the principles of human rights in all aspects of care. Staff received training on equality, diversity, and inclusion, ensuring consistent practice. They really understood the person well and their particular likes and dislikes.

The person’s care plan and risk assessments took into account their protected characteristics and were based on their needs and preferences. The provider’s advocate said these were discussed and reviewed with them. The provider had oversight of these to make sure care was delivered fairly, without discrimination or bias.

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

The provider told us how they worked to ensure the person felt safe, supported, and able to maintain independence in their own home, and the person’s advocate confirmed this. Staff encouraged independence where possible and involved the service user in decisions about routines and activities, promoting their sense of control and self-determination.
 

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 knew the person well and they told us they used their skills to interpret any visual cues, as well as listening to what the person said and how they expressed their preferences. They told us they understood the person’s needs varied and they checked at each visit what their immediate needs were.

The person had a small and regular staff team who worked closely to support the person consistently and they valued the continuity of seeing the same staff at each visit.

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

Staff told us they felt valued, included, and supported in their work and able to deliver person-centred care effectively. All staff received training on a range of topics, ensuring consistent practice. Staff were supported through regular supervision meetings which were planned to provide individual support, discuss any concerns, and encourage professional development.

The registered manager monitored staff wellbeing to identify and address any issues promptly. Staff rotas and working arrangements were managed to accommodate individual needs where possible, including accessibility requirements and personal commitments. This ensured fairness and inclusion in the staff team.