Ability Care Solutions 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 70 (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 told us staff were kind, caring and respected their loved one’s privacy and dignity. They described staff as gentle, respectful and mindful about covering people during personal care. Comments included, “They are genuinely caring. They make us feel as though we are the only people that they have to see that day and we know that's not the case, but we never feel that they rush or make us feel that we’re not important. [Relative] will even say ‘Don’t go’. They have [relative’s] best interests at heart”, “I can't imagine how we would have got on without them. They have been supportive to me emotionally as at times I felt overwhelmed with having to organise everything. I've had to phone them about various things, and they've been very supportive” and “They always cover [relative] up when they can as their washing [relative]. They don't leave [relative] lying there exposed.”

Staff explained how they treat people with dignity and respect. They told us they do this by closing curtains, using sheets and towels to cover areas of the body and addressing people by their chosen name.

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 understood what mattered to each person and tailored care to their wishes, including cultural, religious and end of life considerations. The service provided an example of how 1 person’s religious beliefs were fully respected at the end of their life, and staff ensured their traditions and wishes were honoured in a sensitive and meaningful way. A relative told us, “Ability Care have also been conscious of my [relative’s] spiritual and religious needs. They have discussed [specific religious needs] with [relative] and what [relative] would like to happen as [relative’s] condition deteriorates.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff promoted independence in day to day tasks, such as encouraging people to remain involved in their personal care and routines. One staff member told us, “If possible, I try to keep the person as independent as possible, washing their own face and hands.”

One relative told us carers helped their family member maintain independence by prompting movement and offering choices throughout the day.

One professional told us staff consistently respected people’s choices. They told us, “I have many a time witnessed them asking patients what they want and referring to family if needed.”

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. The service worked collaboratively with district nurses, palliative care teams and other professionals. Relatives consistently reported effective liaison, with 1 saying the team “do all they can to support patients and families.” One professional told us, “They always escalate moving and handling issues and work with the occupational therapist, hospice, GP, district nurses, speech and language therapist and respiratory physio.”

Some relatives told us the service generally acted quickly when needs changed, and new or additional care visits were often arranged promptly. One relative explained that an extra visit was organised “the following day” after they requested more support.

Staff responded promptly and appropriately when people required support. One relative told us, “[Relative] can be frustrated and challenging at times and they [carers] are always patient and kind with [relative]. [Relative] feels they [carers] are [relative’s] friends and has even talked about [relative’s] funeral and that [relative] would like to invite them all. [Relative] has huge admiration for them.”

The provider did not always care about and promote the wellbeing of their staff. They did not always support or enable staff to deliver person-centred care.While many staff told us managers were approachable and offered support, others described low morale linked to inconsistent work patterns, repeated contractual changes and uncertainty about pay. Some staff reported that busy ‘care runs’ and limited breaks affected their wellbeing and described feeling anxious about job stability. A few staff said that changes in staffing structures and expectations had reduced their sense of job security.