Provision 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.

At our last assessment we rated this key question Good. At this assessment the rating has remained the same. 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 told us they were treated with dignity and spoken to in a respectful way. One person told us, “Staff are caring people. There are 2 staff I would like to mention especially; [name] and [name].”

Staff had received dignity and respect training. Language they used to describe how they approached their roles using terms such as ‘patience’, ‘respect’ and ‘valuing’ our clients was indicated a positive and person-centred approach was evident. One staff member said, “Every care should aspire to be caring and that is how I present myself. Putting people's needs first and with my help to support people to lead their best life.

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. One person told us, “I am treated personally. Staff treat me as an individual person.”

People’s care plans provided staff with important information about their history, and preferences, including information about protected characteristics. This information was being reviewed and transferred to a new electronic system which the registered manager told us this would enhance these and record information more person centred care.

Discussions with staff demonstrated they respected and supported people with their individual routines. We saw examples of how people preferred their care to be delivered and using the time afforded to them as part of their calls to have conversations around their histories and current interests. This assured us staff were knowledgeable about people’s care needs, routines and preferences.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. One person told us, “Staff support me to be independent as possible. They don’t just ‘do’ everything.”

People were supported to maintain relationships with friends and relatives which demonstrated the benefits of the importance of maintaining meaningful connections and emotional wellbeing for people.

People’s preferences and routines in relation to personal care was recorded to support staff to meet their individual preferences. We found during conversations with staff these were carried out in line with how they had wished for their care to be arranged, and records confirmed this.

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. One person told us, “If there is any change or I become unwell they act straight away.”

We found staff to be responsive and aware of changes in people’s emotional needs. One person’s needs who had recently changed quite markedly recently was provided with additional support to reduce the emotional impact upon their current well-being. One staff member told us, “[Name] condition keeps changing so we change our approach to match the impact this keeps having on the person.”

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

Staff were overwhelming positive about staffing levels and how they were deployed. They added staff deployment considered utilising staff with the right skills and experience. Breaks between care calls and handovers were arranged appropriately to ensure they were not rushed. They were also complimentary about how the management team were approachable, supportive and they felt valued and respected. One staff member told us, “I am proud to tell you Provision Care values its workforce and our welfare both in and out of work.”

Discussions with staff and the registered manager demonstrated a positive culture was in place and the importance of it promoted. Staff meeting records confirmed how the services vision and values were discussed with staff.

A health questionnaire was consistently used during the recruitment process. This enabled any reasonable adjustments to be considered and made prior to staff being recruited.