The Healthcare Professional Services Limited

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 inspection of this 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.

Parents told us staff understood how their children wished to be supported and respected their dignity and privacy. Staff spoke with kindness about the children and young people they worked with and described how they approached care in ways that helped them feel valued and at ease. For example a staff member told us about how they used soothing language and touch to help a young person go to sleep when they woke during the night.

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.

Children and young people were supported by regular staff who used what they knew about their backgrounds, preferences, beliefs and routines to guide the care they provided. Parents and their children were encouraged to share what was important to them, and staff responded consistently. Staff adapted care to changing needs and preferences and this was reflected in care plans and risk assessments which were person-centred and reviewed regularly.

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

Parents told us the provider involved them and their children in developing care plans that reflected their choices and preferences. Staff offered choices in everyday activities and worked in partnership with parents to ensure these choices were offered in a way that best met children and young people’s wishes and preferences.

The service 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 were attentive and noticed when the children and young people they supported required comfort, reassurance or practical help. They acted promptly to reduce distress or discomfort. Parents told us regular staff were familiar with their children’s routines and were able to identify any signs of distress or discomfort and take appropriate action.

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

Staff felt supported and valued. They appreciated the training and supervision they received which helped them to undertake their roles effectively. Staff told us they did not have to wait for a formal meeting to discuss their well-being or any concerns they might have about their work. In addition to an on-call number which they could use to seek advice or support at any time day or night, they received regular calls from a manager to ensure they were OK. A staff member said, “I appreciate the contact and the fact they are always helpful if I need to call them.”

The provider was able to consider flexible working arrangements provided they met the needs of the people they supported. A staff member told us they had been helpful in arranging shift patterns that met their personal needs,