24/7 Local Care

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.

The manager and staff had built positive relationships with people and relatives. They knew people well and spoke positively about the people they supported. One staff member told us, “They are like our family.”

People and relatives gave consistently positive feedback about staff and the care provided. Comments included, “[The staff] are really nice people. They are very respectful. I would give them 10 out of 10 for everything. They are amazing. They have the passion. They are brilliant. They made [Name] feel lovely” and “From the bottom of my heart they are the best. They have made friends with my [relative]. They are jovial and kind. They laugh and joke with them. They make [my relative] feel glad to see them” and “Staff are kind and caring. They do a good job” and “[Staff] are very kind. Respectful. They are kind to my [family members] too.”

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 were treated as individuals and their care tailored to meet their individual needs and preferences. Records included people’s wishes, preferences, likes and dislikes. People’s choices were respected. One staff member told us, “It's not about a task, it's about the person. They need more than that. I give them a choice. For example, would you like a wash first or breakfast first. People always have a preference and a choice.”

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, choice and control. Care records reflected this. One relative told us about how staff had supported their loved one. They told us, “[Staff] came and got [Name] all ready. They made sure [Name] was clean and dressed. [Name] chose their clothes and [staff] listened to that. They spruced [Name] up. [Name] felt confident enough to go to their appointment after that.”

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 people well and understood when, and how, to respond to each person, in a supportive way. People told us the service was responsive to their needs and wishes. One relative gave an example of this. They told us, “Staff had been for a normal call and [Name] didn't need anything doing at that time. They did some other things for them instead and left. Thirty minutes later [Name] needed [support]. [Name] rang them, and staff came back and helped them. That's exemplary. I couldn't believe it."

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 their wellbeing was supported. The manager cared about staff and wanted them to have a positive experience at work. They had a focus on ensuring staff were happy at work and had the ability to provide high quality care for people. They told us, “It’s about looking after the staff, making sure they get what they want out of a job too. You have to focus on staff and people. We really wanted to promote well-being for staff and maintain a positive working environment. A work life balance whilst meeting business needs and people’s needs.” The manager had introduced regular coffee mornings for staff to get together to help support wellbeing and communication amongst the team.