13B

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.The provider was aware that people may find having someone live in their home as intrusive and dignity. However, staff support ensured people were treated with respect. Appropriate professional boundaries were maintained, and people were given both the time and space they needed. For example, some people liked to eat their meals alone, others chose to eat with staff for companionship.Relatives told us people received support from staff who were kind. One relative said, “The care has given me peace of mind.” Another relative told us, “Staff are excellent, and [name] is happy to be cared for.” One staff member told us about the importance of showing people respect and ensuring they were happy.
 

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.When people started to use the service, care was taken to ensure staff were matched with them appropriately. Staff profiles were developed and shared with people and their families so that they had a number of staff to choose from. As far as possible face to face meetings were held, or video calls as an alternative.Care plans included details of what was important to people, their hobbies, interests and established routines.
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.Care plans included information about the importance of supporting people to remain and improve their independence. People were able to decide how to spend each day. There were no fixed times for people when to get up or go to bed. This was decided by the person each day. Where people had their own established routines such as a daily walk, they were supported to maintain these. Staff told us how they supported people to maintain their own independence and encouraged them to do what they could for themselves.

The director told us how staff had enabled a person to improve their physical and mental health through support and companionship. Through working together, the person was able to regain their confidence and independence and no longer required live-in support.Relatives told us their loved ones were given choices and supported to make their own decisions. They told us decisions their loved ones made were respected.
 

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 lived at the home of people they supported. This meant they were available for people most of the time. Staff had designated break times, and these were agreed at the time of assessment and regularly reviewed. However, these were flexible and would be changed to meet a person’s needs each day. Staff breaks took place when people were able to be left alone, for example, during an afternoon nap. One relative told us that there was never a problem getting replacement staff if short notice cover was needed.
 

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.Staff spoke very highly of the support they received. Staff received regular supervision and weekly spot checks. This provided them with an opportunity to discuss any concerns or identify any areas where they needed development.
The provider and registered manager recognised that staff may become isolated and regular contact was important to mitigate this happening. Staff told us they could contact the registered manager or support manager at any time. They told us this was reassuring as they would always receive a response and support.Just Live In Care ltd is a family run business with family members in the most senior roles. The provider had identified that this may present as a barrier to staff raising concerns and feeling that they would not be listened to. A risk assessment was developed and a ‘relationship manager’ had been appointed. This provided a point of contact for staff who was independent from the family members and helped to ensure equal standards for family and non-family staff.As part of the assessment process before people started using the service the registered manager ensured that the staff member has a dedicated bedroom which is their space and includes an area for the storage of their belongings. The staff member is responsible for the upkeep of this area.