Smart Home Visits Ltd

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. People told us staff were kind, caring and respectful. A person commented, “They [staff] are very nice, I can’t fault them.” Another person told us, I think they [staff] do a great job, they sit and talk and make [relative] feel special.” People described staff as taking time to listen and engage with them, helping them feel respected.

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 received personalised care based on their individual needs, wishes and preferences. Care plans were unique to each person and reflected what was important and how people wished to receive their care. Staff respected people’s individuality and supported them to maintain their personal beliefs and practices, including meeting people’s religious needs.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to maintain their independence and make choices about their care and daily lives. Care plans reflected people’s abilities and preferences and staff encouraged to support people to do things for themselves. A person told us, “I do what I can first, staff know when to offer support. I don’t want to have them [staff] take over fully.”

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. People told us staff usually arrived on time for care calls, a person commented, “They let me know if they [staff] are running late, but [staff] are often on time.” Referrals to relevant health and care professionals were made promptly when needed. Staff understood how to recognise signs of deterioration in people’s health and knew what actions to take. This helped ensure people received timely support when their needs changed.

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 were happy in their roles and felt supported by management. A staff member told us, “I feel it is a good place to work, I enjoy working as part of a team and the support provided by management. I feel my concerns and suggestions are listened to, and I receive feedback where appropriate.”