Handley Care Services 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 inspection for this service under supported living services. However, the previous inspection referred to the exact same location and was rated good. 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 and their relatives told us the staff were compassionate, kind and treated them with dignity and respect. For example, a person’s relative told us, “They know [person] really well. They know just how to react and spend time with them.” And another confirmed, “They [staff] are really very caring.”

People told us the staff listened to them and communicated with them appropriately. Staff were skilled in helping people express their views and communicated with them appropriately in ways they could understand. The provider was genuinely caring and supported people to develop skills and live fulfilled lives.

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 individual needs were understood and detailed in their person-centred care plans. People’s relatives told us how good the staff were in supporting people who could not communicate verbally, for example one relative shared how they had seen how the staff got to know their family member’s specific needs and how they could see the reactions from the person and understand the meaning.

Staff demonstrated they understood the importance of treating people as individuals and encouraged people wherever possible to make choices and maintain their independence. Care plans included any relevant personal, communication, cultural, social or religious needs, which might be important for care staff to understand when providing care and support.

We were also told how people have the option to attend community activities and some people go out with others who have similar interests. A relative shared how despite significant mobility restrictions their relative was still very well supported and said, “A lot of pleasure is going out and looking around, and just a change of scene.”
 

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

People’s care needs, preferences, and aspirations were detailed in their individual care plans, and staff had access to those documents to use as a guide. People were supported by staff to maintain as much independence, choice and control over their lives as possible.

Staff supported people to experience real choice and control as far as they were able. Relatives confirmed how staff promoted independence and ensured the right support was available saying, “They really support [name’s] independence, as they cannot travel alone, so there’s always a carer when they’re going out. The staff prompt actions, nothing is done for [name] and they always look clean and smart.”

People were supported to maintain relationships which were important to them. We judged people to have a meaningful life with access to the community and able to participate in things they enjoyed. The provider was supportive of that and encouraged people to maintain those links.

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.
act to minimise any discomfort, concern or distress.

Staff were alert to people’s needs and took the time to observe, communicate and engage people in discussions about their immediate needs. Changes in people’s health status, and emotional states were also monitored. That information was used to find out how to respond in the most appropriate way to support people and ensure care was provided in accordance with their wishes.

Staff knew people well and could quickly recognise when people needed urgent help or when a person was starting to experience a decline in their wellbeing. A relative shared their view in relation to the service, stating, “I like that it is small. There are always staff on hand and [name] is never on their own and never far from anyone even if in the bedroom.”
 

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

All staff told us they felt well supported and valued by the provider. A staff member told us, “The management are supportive, kind and understanding toward both the clients and staff.” Another confirmed this was, “A good environment to work in; due to the capability to support people individually because we have the time that is needed and an attentive team.” Other staff expressed they appreciated the management support sharing, “The managers have been very approachable and helpful when I speak with them, both in and out of office hours. They are able to give me guidance and support.”