A3 Care 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 registered manager and staff always treated the person and their family with kindness, empathy and compassion and respected their privacy and dignity.The person and their relative told us they were happy with the way staff supported them with care and kindness. They said, “Yes, staff are all okay, I have no issues with any of them. [The person] is happy that [staff] are kind and caring towards them, all the staff communicate well, no issues, always respectful” and “Very kind and caring staff. [They] all know what I like…I see them as like my family, always respectful and listen to me in a way I can understand.”Staff delivered care and support that was caring and person-centred and which had a positive effect on the person.

The registered manager and staff understood how to treat the person as individual and to make sure the care, support and treatment met their needs and preferences. The registered manager explained the process how they took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. The relative added, “We have a care plan in place and all the tasks requested are completed with no problem, any changes are communicated with me and adjusted if necessary.”The registered manager encouraged a positive and appropriate approach to the person and their diverse needs. They noted how they gathered all the detailed information about potential people such as their abilities, aspirations, culture and unique backgrounds and protected characteristics, to ensure care and support would be tailored to their needs.Staff understood how to treat people as individuals, considering any of their personal, cultural, social and religious needs so they could support the person the way they preferred. Staff demonstrated they knew the needs of the person, offering choices and giving time to respond. The person confirmed this was the case.

The registered manager and the staff promoted the persons independence, so the person knew their rights and had choice and control over their own care, treatment and wellbeing.The person’s choices were respected and met, and staff encouraged them to remain independent and be in control of the care they received as much as possible. The person and their relative said, “I value my independence greatly; staff are supportive of my wishes and let me do what I can” and “[The person] likes to be as independent as possible so the staff encourage that whenever they can.” Staff ensured the person was fully involved with their care, promoting independence whenever possible. Staff explained how they supported the person with daily tasks and support providing guidance as and when needed.

The registered manager and the staff listened to and understood the person’s needs, views and wishes. They worked together to ensure this was a priority so staff were able to anticipate any changes. Staff considered and responded to the person’s needs in the moment and acted to minimise any discomfort, concern or distress. The registered manager encouraged staff to consider the person’s individual needs to provide what they needed and seek timely help if their health or wellbeing deteriorated. The person and the relative said, “[Staff] cater for my individual needs” and “Staff will always notice if [person’s] skin is dry and apply cream and respond appropriately.”

The registered manager cared about and promoted the wellbeing of their staff. They supported and enabled staff to always deliver person-centred care.The registered manager told us how they communicated with staff regularly and encouraged to share any feedback to ensure staff were included and were able to contribute to the service. The registered manager wanted to ensure staff felt supported and appreciated.The staff told us they enjoyed working at this service. They felt the registered manager was accessible, open, and supportive. The person and relative agreed staff were supported and treated well. They said, “Yes, I do feel that the manager cares for [their] staff, [they] might call them and me to offer support, 100% [they] value [their] staff. [They] help look after me well and asks if I am happy with the care, which I am” and “Yes, I would say that the manager cares about [their] staff, no carer has raised any concerns about [them] to me. I feel they do work as a team and communicate with each other.”