Ivy Homecare 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 registered on 31 May 2024. 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 and relatives told us staff were kind, respectful and patient. They said staff took time during visits and did not rush tasks. A relative said carer had “made a difference” and that they felt reassured because “there is always someone to rely on.”

People told us they were safe and comfortable with the staff who supported them. A person said, “I feel safe. Carers always arrive on time.”

Staff spoke positively about the people they supported and described how they respected people’s privacy and dignity during personal care. They told us they were well supported in their roles and could always contact the registered manager when needed.

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 told us staff understood their preferences, routines and cultural needs. Care plans we reviewed included information about people’s preferred language, gender preferences for staff and important aspects of their background. Staff matched to individuals spoke the same language, which people said improved communication and helped them feel understood. A relative said, “It helps that staff speak the same language as my relative.”

Relatives told us staff knew their family member well and provided support that reflected their individual needs. People said their wishes were respected and staff listened to 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 said staff encouraged them to do as much as they could for themselves, and relatives confirmed this. Staff described how they involved people in everyday decisions, such as meals, clothing and support routines.

People’s care plans included information about what they could do independently and when they needed support with. Relatives told us the service supported their family member in ways that helped maintain confidence and autonomy.

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 and relatives told us staff, the office team responded promptly when needs changed and acted quickly if concerns were raised. The registered manager remained in regular contact to check how things were going.

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 they were well supported and said the registered manager was approachable, accessible and responsive. They described positive relationships within the team and said they could contact the office at any time for guidance. A staff member said, “We feel well supported. The manager is very approachable.”

The registered manager provided supervision and spot checks, and staff said they were encouraged to ask for help when needed. Staff also gave feedback during the assessment which the manager used to identify improvements.