Personal Touch Care Services 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 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 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 and relatives spoke positively about staff and how they were caring, kind and respectful. Comments included, “I would give them a 9 out of 10” and “Absolutely astounding”. A relative said, “[carer] knows that [person] can get wound up easily and knows how to stop this happening, they get on well”. A professional echoed this and stated, “I found them to be very caring and supportive to the customer in a highly challenging and frequently volatile home situation.” During a review period, an audit was completed with people and highlighted staff’s professionalism, kindness and respect for people.

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 supported by staff who knew them well. Both people and their relatives spoke about staff who treated them as individuals. The registered manager spoke of how people’s individual strengths and abilities were documented in their care plans. People spoke highly of how they had regular staff which they could build a rapport with which enabled them to feel seen and respected. Care plans contained details about people’s preferences and how they liked their support to be delivered. A staff member said “I know clients well and understand their individual preferences, interests and needs. This helps me support them in apersonalised way.”

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 involved in planning their care and were supported to maintain choice and control throughout any care they received. Staff encouraged people to remain as independent as possible and prompted people to do what they could for themselves. A staff member said, “We encourage choice, independence, and involvement in decisions about their care.” The registered manager gave examples of supporting people to access the community which improved people’s independence and wellbeing.

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 spoke of confidence in staff to spot if they had changing needs and take action to ensure their wellbeing. People spoke of carers being understanding of their individual needs and could pre-empt the person’s needs due to knowing them well. People’s care plans contained details of who should be contacted in case of emergencies. A relative told us, “[Registered manager] is there if we need it and responds quickly to resolve any situation.” The service evidenced that they respond to people needs effectively, reducing the risk of people experiencing harm.

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

The management team were supportive, and staff were given regular opportunities to develop their skills. Staff fed back comments such as “I feel valued as an employee and supported by management. My workload is manageable, and I feel listened to whenever I raise concerns or suggestions” and “I feel valued and respected as an employee”. Staff told us that they felt listened to and respected in their roles. Regular spot checks were undertaken by the office team to ensure any issues could be quickly addressed. Staff had access to regular training opportunities and were supported to progress in their careers creating a well-balanced workforce.