United Hands 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 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 received support from consistent care workers who knew them well. People and relatives described staff as kind and caring. One relative said, “Yes, very much so. The carers take the time to listen to my [person] and understand what is important to them. They respect [person] choices and routines, and they always try to support them in the way [person] prefers.” Another relative said, “My [person] has developed a positive relationship with their regular carers, which has made them feel more secure and comfortable at home.”

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.

Care plans were person-centred and focused on individuals, ensuring people were treated with dignity and respect. They included detailed information about communication needs, interests, cultural backgrounds, important relationships, and preferred routines, all discussed directly with people during assessments and reviews. This approach ensured care was tailored to fit around people’s lives, supporting engagement, positive experiences, and holistic outcomes.

Staff had a good understanding of people’s needs and how to meet them and people confirmed staff understood their needs. Policies were in place around equality, diversity and inclusion and staff received training for this.

Relatives and people consistently confirmed that staff had a deep understanding of individuals’ needs and preferences. One relative said, “Yes, the staff respect my [person’s] cultural, religious and personal preferences. The carers understand the importance of their specific diet, modesty, privacy and respectful personal care. They communicate with them in a way that they understand and take their cultural background into consideration.

This is very important to us as a family because it helps my [person] feel respected and allows them to receive care without losing their identity or dignity.”

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

Care plans included information about what people were able to do for themselves and when they required support. This supported people to remain independent and retain choice and control over their care and support.Staff understood the importance of supporting people to maintain their independence and to live at home for as long as possible. People were supported to make choices and informed decisions by staff who knew them well.

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.

Care workers spoke about how they supported people to make informed choices about how they lived their lives and decide what care would be provided for them. One carer said, “On one occasion, the person I support became anxious because [person] thought they might miss their usual Friday routine. I spent additional time reassuring them in their preferred language, helped them contact family members, and provided emotional support until [person] felt calmer and more settled.”

People were supported by staff to access external health and medical care services as and when required. Staff were aware of peoples’ healthcare needs and knew how to respond to any immediate healthcare emergencies to prevent people from becoming distressed or unwell.

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 supported staff’s religious and cultural needs through flexible working arrangements. Flexibility was also offered to staff with family commitments or health needs, with duties adapted or flexible shifts implemented where required to promote staff wellbeing.

New staff received a comprehensive handbook outlining the provider’s ethos, philosophy of care, and commitment to respectful language. A buddy system supported new starters until they felt confident in their role. Staff received regular one‑to‑one supervision, and access to training through e‑learning and external programmes.

Staff incentives were in place to nominate and award staff who had gone above and beyond in providing quality care to people. Recognising individual contributions helped to promote a positive culture where staff felt appreciated and motivated. Staff told us the training they received was comprehensive and high quality. Staff felt very well supported through regular supervisions, meetings and the training they received.