Gemcare South West Plymouth

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 service at its new office location. This key question has been rated requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 50 (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 did not always treat people with kindness, empathy and compassion, or respect their privacy and dignity.

The service told us they carried out regular spot checks to ensure people were treated with kindness. However, 1 person told us 1 of the care staff was rude and rushed them. They said, “General attitude is rude, the way they say, ‘don’t be long, we don’t have long’ it’s just complete disrespect”. People told us staff did not always complete their care and this meant they were left feeling uncomfortable. One person said, “Doesn’t do their job properly, quick wipe down with flannel and gone in 10 mins. Puts on pyjamas with wet hands.”

However, other people told us staff were kind and caring. Comments included, “The carers are all lovely and do treat me in a respectful manner” and “They always ask if there is anything else that I want or need and will always make me a cup of coffee.” Staff said, “I have a good rapport with the clients and always sit and have a chat with them and you build up a rapport with them.”

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences.

Staff did not always have information so they knew how to support people in line with their needs and preferences. Care plans were not always person centred. For example, 1 person was unable to communicate verbally. They did not have a communication care plan and staff who did not know this person well had visited them. This meant staff might have been unable to ascertain what the person wanted on each visit.

However, some people told us they were happy with the care staff. Comments included, “They are all really helpful to me and they know me now and what I like and don’t like.”

A staff member said, “I treat all users as though they are my family member. I make sure they have everything they need in order that they can live happily within their home.” Another staff member described how they had encouraged a person to have their first shower in 6 years by taking small steps trying to gain their trust. They said, We have a chat to start with and then I try to encourage her as much as possible and prompt.”

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

Rotas showed people’s visit times were variable which meant they were unable to plan their day effectively.

Where people had asked not to have certain staff members this had not always been respected. One relative said, “We raised concerns and asked not to have (staff member) again but they are on the rota”. Another relative told us they had also raised concerns and not been listened to.

People told us their preference for a male or female member of care staff had not always been respected. One person said, “The times I’ve said I will not have men looking after me. I’ve told them and told them but they sent 1 this week. Totally disregard what we say.” We saw people had also raised this on their feedback to the service but action had not been taken.

A staff member said, “Some state male only but females are sent” and “I don’t feel that the clients wishes are always taken into account about gender preferences.”

However, other people told us the service promoted their independence. One person said, “They help with independence. They let me wash what I want to wash.” When we asked staff about promoting people’s independence, one staff member commented, “There is some things people can do for themselves so you would always encourage that.”

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress.

Staff rotas showed staff were often not staying for the full length of the visit which impacted their ability to complete people’s care and anticipate their needs.

We found instances where people had regular staff who listened to them and responded; they stayed the full length of the visit.

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.

Rotas showed staff were not always given travel time between visits. This placed additional pressure on them to complete their care visits.

Staff told us poor communication affected the service they delivered. One staff member commented, “I am majorly overworked in all honestly.”

However, the provider told us they provided an employee assistance helpline and a room for care staff in the office to relax. A staff member said. “I do think the company do support my wellbeing and when I have had health issues they have always been supportive of me.”