Grace Care 24/7 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 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.

People and relatives were all positive about the service provided and the approach of staff. A person said, “They are sweet girls and I like them I think they are kind and genuine and trustworthy.” Another person said, “They are excellent people all of them I would stay they are A star. They are all so helpful and friendlyfeel safe with all the staff they ensure the correct home care for you. They are excellent I would recommend them.” A relative told us, “I find the care support and staff excellent.”

Staff treated people with kindness and told us “It’s important to get to know people get them to open up to you and share how they are feeling. You need to reassure them and to give them comfort and reassurance.”

When staff provided personal care, they were mindful of people’s privacy. One relative told us, “I go to the kitchen when the staff provide personal care.”

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.

As staff worked with a small group of people, they knew them very well and understood their individual likes and preferences. The registered manager described how this staffing arrangement supported a deep understanding of people as individuals with unique personalities. Staff described specific interests and preferences of people that supported positive engagement. For example, one person had a musical background and staff listened and support this interest.

Cultural and religious preferences were responded to. One of the directors described how one person liked to have a bible and cross placed next to their bed, this was important to them and respected by staff

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 in control of their care and support and staff understood the importance of people’s independence, listening to their choices and responding to them. People and relatives told us, “They prefer a male carer and that’s what they have. The carers take their time with them allowing them to do what they can for themselves. The staff don’t rush him and do things in their way.” Another relative said, “They are patient and respectful.”

Staff told us how they promoted people’s choice and well-being. They described how they listened and responded to people’s wishes and how communication was vital. “One person is very clear on how they have their shower and we fit into their process.” Another person, “Always says what they want to wear and we help them to dress according to what they want.”

The registered manager described how a new package of care was being set up to support a rehabilitation plan to support independence. They were confident that the support and working with other professionals would accomplish independence for this person.

The service 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 were flexible and attended to people’s individual and changing needs. A relative said, “They seem to be organised and deal with things quickly.They always flag up things with us and keep us informed and deal with things as they arise.”

Staff identified and responded to changing needs to reduce the risk of health care emergencies and to minimise the risk of people becoming physically unwell. For example, staff monitored peoples drinking and encouraged people and relatives to increase fluids to promote health. Staff were mindful of changes in people’s presentation and responded to these. A staff member told us, “I noted X behaviour had changed they were saying strange things. I told the manager and their relative and the GP was contacted; they had a urine infection.”

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 and directors told us they supported their staff team to feel happy and safe in their role. They ensured staff did not work excessive hours and had adequate travel time between visits. One of them was always available via the telephone, we observed staff were relaxed when they visited the office.

Staff told us they felt well supported and comfortable to contact the registered manager or one of the directors at any time. A staff member told us, “The manager and owners are very good they arrange shifts to suit what I can do. I have all the information I need and they explain everything. I can contact them at any time. If I have an emergency, they make sure any of my shifts are covered.”