Arca Healthcare 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 70 (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 treated people with kindness, empathy and compassion.

People and relatives told us staff provided kind and compassionate support. One relative told us, “Without a doubt they are caring. They treat them as one of the family.”

While another relative told us, “They speak to [my relative] in a lovely way.”

Staff explained, “We do whatever we can to make people comfortable and happy.”

The provider told us they recognised the caring nature of the staff team.

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences.

Care plans and risk assessments did not always reflect people’s individual needs and preferences. For example, people’s records failed to make accurate reference to some people’s individual health needs and how they wanted these to be met by staff. This meant people were at risk of their individual needs not always being consistently understood by staff.

People were consulted regarding their care arrangements, and people and relatives told us staff took time to get to know them and understand their individual needs. One relative said, “We’re involved, 100%. They have an excellent awareness of [my relative’s] needs.”

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

People and their relatives told us they were involved in the care planning process, both when they moved to the service and on a regular ongoing basis.

People’s views were also sought from regular surveys.

Where people had mental capacity regarding their care arrangements, they and relatives told us they were encouraged and supported by staff to have independence and control over their care. For example, 1 person told us, “Staff help me live the life I want to live.”

Where people were unable to make decisions for themselves, staff got to know people well and were able to present informed choices to support people in making those decisions.

Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People received support at agreed times and people’s needs were responded to promptly by staff. For example, people who requested support with their medical needs were appropriately supported so they were able to attend healthcare appointments.

People and relatives told us staff had a good awareness of people’s needs, including being able to recognise how people with communication needs communicated choices and preferences.

The provider cared about and promoted the wellbeing of their staff.

Staff spoke positively about the provider, telling us they were always available to provide them support should this ever be required.

Staff told us they felt listened to by the provider and described them as approachable. This contributed to a culture in which most staff felt respected and valued.

The provider described how they demonstrated an appreciation of the work staff undertook by ensuring they could be contacted by staff at all times, and by supporting staff to have a positive work-life balance.