Excellence Healthcare

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.

Relatives were positive about the kind and compassionate attitudes of staff and management. People had regular care staff who knew them well and had built trusting relationships with them. A relative said, “They [staff] go above and beyond in their role.” Another relative said, “The staff are so kind and caring, and they also care about me too.”

The provider told us they ensured staff treated people with kindness through spot checks and observing how they interacted with 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.

Staff completed shadowing sessions before they started working with people which helped them better understand people and what was important to them. A relative told us, “They [care staff] really understand their needs and are very patient and kind.”

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

People and their relatives had positive experiences in how the provider ensured they were always fully involved in decisions related to their care. Relatives told us the provider listened to them and were very patient during their initial assessments and service reviews. A relative added, “They really took their time to understand their [person’s] needs.”

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.

Staff had a good understanding of people’s needs and knew how to respond to situations to help reduce any distress or if their health deteriorated. There was information in people’s care plans for how staff should respond in the event of an emergency or if staff noticed a change in a person’s wellbeing.

Staff told us they were confident in following any emergency protocols and confirmed this was covered in training sessions and supervision.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. People were supported by a staff team who felt valued and appreciated.

Staff told us they were happy working for the service, and received good support from the provider and team leader, who made themselves available. A staff member told us, “The manager is approachable and hands on and is only a telephone call away if we need support.”

The provider demonstrated an awareness of staff needs and told us staff were offered advice and guidance to carry out their role effectively.