Veemu Healthcare Office

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 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 were supported by staff who were kind, compassionate and maintained their dignity. A relative told us, “The carers are well trained”. People confirmed staff treat them with kindness, compassion and dignity. A relative said, “Yes, my [relative] is safe. We are more than happy with the service. My relative would not let them in if they were not caring and good enough.”

Staff knew and understood people well, including their preferences, wishes, personal histories and backgrounds. People were supported to have choice and control over their care and to make decisions about their care, support and wellbeing.

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 were treated as individuals. A care plan we reviewed provided staff with details about the person’s background, strengths, likes and dislikes, and gave guidance on how they preferred staff to meet their personal care and support needs and wishes. People had been involved in developing their care plans to help ensure they reflected their needs and preferences. People told us they were treated well by staff.

Staff had a good understanding of people’s needs and how to meet them and people confirmed staff understood their 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 were fully encouraged to maintain their independence and confirmed they were supported to do as much as they could for themselves and were fully involved in their care.

People’s care plans provided detailed information about what they could do independently and where they required support. This helped to promote their independence.

Care workers understood the importance of supporting people to maintain their independence and to live at home for as long as possible. A member of staff said, “We let people do things. People choose their own clothes, and food they want to eat. We let them make choices and respect their decisions.”

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 were involved in developing and reviewing their care plans. People’s health and medical needs were recorded in their care plans, along with contact phone numbers for GPs and next of kin. This meant staff had up-to-date information about how to meet people’s needs. Staff we spoke with had a good understanding of how to support individuals and people told us their needs were met.

Staff had undertaken training in First Aid, Health and Safety, Safeguarding Vulnerable Adults, Medicine Management, Duty of Care etc. Relatives told us staff understood how to meet people’s needs.

The provider did not always care about and promote the wellbeing of their staff. They did not always support or enable staff to deliver person-centred care.

On our visit, the register manager confirmed that they had regular informal meetings with staff to discuss the support and professional development opportunities. The staff also confirmed this with us. There were no staff meeting minutes available for us to review. The registered manager also did not show us any documentary evidence of staff supervision and appraisal for staff since they began operating.

The staff spoke positively about the provider and the management teams. A staff member told us, “The register manager is very good and friendly”. Staff completed various mandatory trainings.

The registered manager themselves and another staff member currently supported the person using the service. They also confirmed that they had additional 4 staff members on standby. A rota system was in place.