Fresh Tree Care Services – Surrey Branch

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 service 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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Treating everyone with dignity and respect was embedded within the culture of the service and accepted by all. The registered manager said, “All care needs to be person-centred. Caring for people is you helping them get on with their daily lives. I want everyone to be happy and be able to live a fulfilled life.” People told us staff treated them with dignity and respect, staff were friendly and understood how to support people. A person told us, “The staff are lovely, my carers, I couldn’t wish for better.” Kindness was at the root of the service and was a common theme through all policies and practices, putting the person first. A relative told us, “I really like them, I am completely satisfied, they are lovely, really caring.”

The service 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 they were treated as individuals and staff got to know and understand them and their needs. A person said, “They are so good and helpful, they cheer me up, we have a laugh.” Records showed the service had learned about people’s lives and interests, including life histories and what their current needs were. Staff told us they understood people’s needs. A member of staff said, “I help my clients to maintain their dignity, confidence and wellbeing.” Care plans were person-centred, and the service had sought and recorded people’s goals and wishes.

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

Encouraging independence was at the very heart of the service. The provider focused on supporting people to remain safe and well in their own home. Staff told us they understood the importance of supporting people to maintain or regain their independence. A member of staff said, “Supporting independence is crucial because it enhances quality of life, is motivating and boosts self-esteem and improves mental health by allowing clients to make their own choices. It promotes physical health and gives people a sense of purpose and control.”

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People told us they could make changes to their care and knew how to contact the service. Office staff communicated with people every day, making changes and adjustments to people’s timings and care visits. The registered manager and deputy manager told us they communicated with people regularly and were there for staff as needed. Records showed staff supported individual needs consistently and made links with external services for people. A relative told us, “They [staff] are accommodating when we need to make a change, they are reliable.”

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff were supported by the management of the service. This had enabled them to provide care to people in a safe way, through robust policies and procedures. Staff development was important to the registered manager and they said, “I will encourage progression.” Staff were passionate about their roles. A member of staff said, “To ensure the team spirit and mutual understanding we have team meetings and we are always welcome to discuss and convey our thoughts and concerns. I feel free to discuss anything within our team circle.” Policies underpinned acceptable working conditions for staff which included wellbeing support.