Enhancing Your Care 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.

People’s relatives spoke positively about staff. One relative told us, “They’re all doing well. We have one lad in particular who is just lovely.”

The registered manager told us they were confident staff were caring and this was reflected in the care records we reviewed. These showed staff were kind and considerate and respected people’s needs and choices.

Staff spoke about people with kindness and compassion and explained how they respected people’s privacy and dignity. One staff member said, “I make sure the person’s dignity is respected. I ask what help is needed and let them do what they can. I make sure the person is not in a public space, so they have some privacy and they are not exposed.”

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.

A relative told us, “The care is really person-centred. Staff know [Name] well and they’re used to him.” Staff confirmed they knew how to support people in line with their needs and preferences. This was particularly important for one person because they did not communicate verbally. Staff understood how the individual communicated, which meant they could engage with them and provide effective support.

People’s preferences, needs and choices were known, documented and respected. Care records demonstrated that people were treated as individuals when staff were supporting them. For example, in daily notes and the information recorded about people’s important relationships and activity preferences. In the record we reviewed, limited information was recorded regarding protected characteristics, such as religion or cultural needs, because the person did not feel these areas were significant for them and did not wish to add details.

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 have choice and control wherever possible. This included decisions about daily living activities such as what to eat or where to go. The level of support required was documented in care plans and a person-centred approach promoted. Staff told us they encouraged people do as much as possible for themselves, and said this helped to maintain and develop independence. One staff member said, “We like to see improvements in the lives of the people we support and we like helping where we can with that.”

People were supported to access facilities in the local community. This further helped promote and support their independence, integration and wellbeing.

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.

Relatives told us the registered manager and staff team were flexible and responded positively to requests or changes. A relative said, “They're very good at changing things around. If we need an extra day or we need to swap the hours around, they always manage to do that. They're always flexible.”

Care records included guidance for staff about what to do in the event of an emergency or change in presentation. Staff received training and systems were in place to help staff identify and respond in a timely way to help keep people safe. Staff told us the management team were available and provided support, including out of hours.

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

The registered manager had regular contact with staff and was committed to supporting them in their roles. They understood the individual circumstances of members of staff and valued their contribution to the service. Positive feedback was shared with staff.

Staff told us they were well supported and felt valued by the management team. Comments included, “The management is approachable and I feel comfortable raising any concerns or asking for help when I need it.”