Apace Support 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 assessment for this 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.
Relatives told us that people were treated with kindness and that their privacy and dignity was respected. One relative said, “[Person] looks forward to them coming. They are always kind.”
Staff told us they sought to respect people’s privacy and dignity. A member of staff told us, “I close the door and seek permission before I do anything. Privacy and dignity is very important.
 

The provider treated people as individuals and made sure people’s care and support met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.
Care plans were person-centred, based around individual’s needs. They included information about people’s likes and preferences and their personal history. Staff were knowledgeable about people’s individual needs and how to meet them. People were able to choose the gender of their care staff.
 

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

Relatives told us people’s independence and choice were promoted. A relative said, “My [relative] is quite independent, they try to do things themselves. They [staff] help them keep their independence.” The relative added, “[Person] chooses their own clothes.” Staff understood the importance of promoting independence and choice and told us how they did this. A member of staff said, “We work to promote their independence. [Person] can wash their front and arms, I do their legs and back.” Another staff member said, “[Person] will show me what clothes they want.” Care plans set out what people could do for themselves and what they required support with.

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 understood people’s needs through reading their care plans and spending time with them. Relatives told us staff understood the needs of people. A relative said, “I have been there and they [staff] know what they are doing. They are professional.” Staff were punctual which meant they were able to provide support at the time it had been requested by people.

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

Staff wellbeing was promoted. Staff undertook regular training to develop and support them in their role. They also had regular 1 to 1 supervision with the registered manager where they could discuss matters of relevance to them. Staff told us it was a good place to work and they felt supported. A staff member said, “I can call it a home away from home, we see ourselves as a team.”