Wildflower Home 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 80 (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 was exceptional at treating people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff took time to understand what mattered to people and tailored care to reflect these preferences, demonstrating kind, compassionate care. This included organising weekly flower arranging for 1 person, drives out for another; detouring to drive past their childhood home and dedicated 1:1 care support for a person in a care home who was experiencing anxiety and distressed at the change of their surroundings.

Additionally, staff made changes, from noticing the little things, to ensure people received most caring and kind care which focused on them. One staff member had noticed a person starting to feel the cold more as the weather changed and as such started to carry a blanket with them in their care which the person could use. They messaged their colleagues to suggest they did the same. Another staff member stayed longer at a person’s care call, waiting for a family member to return, as the person appeared unsettled and they did not want to leave them alone. This person had days when they would be more confused or overwhelmed and the staff team adapted their input and time to make sure they were as comforted and calm as possible prior to attending their day centre and upon their return.

Without exception everyone we spoke with told us staff were kind and caring. One person said, “They are lovely girls. They sit and chat to me. They’re nice and it’s nice to know they’re coming in.” Relatives told us, “[Family member name] talks about them a lot. She enjoys their company and finds them stimulating”, “She speaks quite warmly about them all” and “We’ve had such a lovely experience with them.”

In addition, we read several compliments received by the service which included, ‘[Person’s name] really likes all of her team. She feels they are reassuring as characters, and she really gets on well with them’ and ‘Mum is so happy for them to come in. They light up her day’. We also had positive feedback from external professionals with 1 telling us, “The feedback we hear from Wildflower clients and their families is consistently excellent. Those who are able to express their views speak very highly of the staff. Crucially, even those living with advanced dementia – who may not communicate verbally demonstrate their satisfaction through their body language; they are visibly happy and at ease when being dropped off or picked up by the Wildflower team.”

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 individuality and wishes was recognised by staff. One person said, “They come in the morning which suits me better as it means I don’t have to stay in a dressing gown all day.” A relative’s told us, “[Registered manager name] will come in now and then and will sit with us. I feel there is an interest.”

We read reviews from family member’s which included, ‘When [registered manager name] and her lovely team turned up, they took care of us all…the practical aspects and the emotional ones’, and ‘They are able to adapt to provide exactly the right combination of companionship and care (for them)’.

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 retain their independence where they could and make their own decisions about their care. One person told us, “They (staff) are getting me back to using the shower and they (staff) are very conscientious about it.” A relative told us, “They encourage her with her mobility. It is very much led by what she wants to do. It’s all about (family member) and what she wants to do.”

We also read the registered manager had informed 1 family member following their care visit, ‘I helped her with turning it off and on (the shower) but she managed most of the shower herself’. Another person had left a review for the service to say, ‘The team has been extremely helpful and allowed us to manage in our flat independently’.

Staff promoted people’s independence. One staff member told us, “I am an advocate for letting them make their own decisions and choices.”

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’s needs and wishes were recognised by staff as the service was flexible and adaptive. A relative told us, “They are adaptable and flexible if we have any changes.”

We read reviews left by people and family members which included, ‘He finds the flexibility of support really helpful when there are different things that are coming up in his routines that they are able to adapt to’ and ‘The team are very friendly and fit in with our schedule whatever that may be’.

Staff responded to people’s changing needs to ensure care remained consistent while adapting to their circumstances. For example, when 1 person became terminally ill, staff worked closely with their live-in carer, external agencies, and health professionals to ensure that, as needs increased, Wildflower was able to provide the appropriate level of care and support for which the family were grateful. In another example, staff ensured 1 person was taken items from their home, when they were admitted to hospital, to help ensure their stay was comfortable.

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

The staff team were supported by the registered manager through regular conversations and more formal face to face supervisions. The registered manager said, “The main benefit is that we are a small company. I know everyone (staff) really well and staff have fed back that they can talk to me. I would never create a barrier where staff felt like they couldn’t say something.”