Everycare Hastings

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 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.

People and their relatives were all positive about the approach of staff and service provided. A person told us, “They are all very kind. They always chat and ask me questions about all sorts I have experience to pass on which they appreciate.” A relative said, “We have a core set of staff that X really likes, and they like them they bring them little gifts. Staff have different personalities and I like them all as does X.”

Staff told us how they enjoyed their work and said, “I like the job I feel good when I have done everything. It makes me feel happy, some people I feel like they are my family feel good to help them.” Another staff member explained how the registered manager encouraged a caring approach. “The manager visits people on their birthdays with flowers and cake. It’s really nice and creates a loving approach.”

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.

As staff worked with a small group of people, they knew them very well and understood their individual likes and preferences. The registered manager described how it was important to get the right care staff for each individual person, and this supported a deep understanding of people as individuals with unique personalities. A relative confirmed this approach, “I know they endeavour to place carers with them that they feel will be a good fit, and this is the case with all their current carers.”

Staff described and understood specific interests and preferences of people that supported positive engagement. For example, a staff member told us, “X is very interesting with a lot of life experience he is well read and travelled. I like talking to him. We also share an interest in food from different countries, and I cook what he likes. We also watch TV together and discuss the cricket and football.”

Staff took account of people’s cultural and religious preferences. The registered manager explained she would always take her shoes off in any Asian household ensuring cultural views respected.

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

Staff understood the importance of promoting people’s independence, including them in decisions and listening to their choices. A staff member told us, “We walk a lot in the park, they like that. They like to be independent but also safe, so I support as needed.” Care plans reflected what people were capable of doing themselves and what support they required in other areas of their care.

People and relatives told us how the service provided had supported people to live at home as independently as possible. A person explained, “Staff treat me in an individual way as I have different medical and physical needs that need differing support. I want to get back to my independence, and they are working with me to achieve this.” A relative said, “My relative enjoys having them (the care staff) around and it has enabled them to stay at home when they are not ready yet for a care home.” The registered manager ensured occupational therapists were involved in supporting people to achieve as much independence as possible providing equipment and support as needed.

Staff told us how they promoted people’s choice and well-being. They described how they listened and responded to people’s wishes. A person told us, “Staff respect me and my house and how I like things done.” The registered manager recognised the importance of maintaining people’s autonomy. For example, they supported people to vote in recent local elections.

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.

Feedback from people and relatives confirmed a satisfaction with the responsiveness of the service. They told us they were flexible, taking account of appointments or social events and attended to people’s individual and changing needs. Relatives told us, “They have been able to provide bespoke care when needed including taking them to hospital appointments etc.” “I have direct contact with the staff, and they keep me informed of appointments and other relevant information regarding their care, health and well-being.”

Regular feedback from staff and relatives was used to review people’s needs and ensure a quick and responsive service. This included contacting appropriate health care professionals. If people needed emergency support staff remained with them until a relative or medical practitioner arrived. If staff were delayed people were notified by telephone, so they knew who was attending and when.

The registered manager explained visits were increased as needed. They ensured any additional staffing needs were covered with agency staff and often covering the shifts herself until other staff were available and suitably trained. This meant there was no delay in people receiving additional care where required.

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

Staff were all very positive about how they were treated by the provider and the registered manager. They felt valued listened to and given the opportunity to develop their skills.

They told us they were always able to get in contact with either the registered manager or the provider at any time. One said, “We are well supported by both the owner and manager, they are both open and help you grow. They explain everything in detail, they listen and the training is good. You can talk to them at any time, they never say they are too busy and they always get back to you.” Other staff described how they were treated fairly and with compassion. Flexible working hours were scheduled supporting staff with family commitments and any health needs.

The registered manager and provider were committed to promoting a staff team that were well motivated, committed to their work, skilled and felt part of a supportive organisation. The provider told us staff well-being was important and took time to thank staff, they received Christmas gifts and enhancements. They explained a competitive wage was provided along with paid travel time and mileage between visits. They also described how monthly social events had been arranged along with regular team meetings used to share important information including lessons learnt.