One World Care

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 Care Quality Commission 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 80 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity.

People and their relatives described staff as exceptionally kind, caring and compassionate. Feedback demonstrated staff had a significant positive impact on people's lives and wellbeing. One relative told us, "I prayed for help because I wouldn't have been able to do this on my own, and that help came in the form of One World Care Company and the support they provide." They went on to say, "This type of care is not always available. I have very high standards now and would not accept anything less. One World Care are exceptional." This demonstrated the service had a significant positive impact on both the person's and their relative's wellbeing by reducing anxiety and providing support that they felt unable to manage without.

People and their relatives spoke warmly about the relationships they had developed with staff. Staff understood people's emotional as well as physical needs and took time to build meaningful and trusting relationships. One relative told us the support provided had a positive impact on their family member's wellbeing and said, "[Person's name] can often feel sad because of their condition, but the staff always put a smile on their face. Even now, while I'm speaking to you, [person's name] is listening and smiling." This showed staff's caring approach had a positive impact on the person's emotional wellbeing and helped them maintain a positive outlook despite the challenges associated with their condition.

People and relatives consistently described staff as going above and beyond in their caring approach. Staff took time to support people's emotional wellbeing as well as their physical care needs. One relative described how staff spent meaningful time engaging their family member in activities they enjoyed, including using pictures, alphabet charts and videos to encourage participation and involvement. They told us, "It makes them still feel important, and that's something special in someone's day-to-day life." This demonstrated staff recognised the importance of helping people maintain a sense of purpose, identity and inclusion, which had a positive impact on their emotional wellbeing and quality of life.

One person told us, "Nothing is too much trouble for them. They really care and always go the extra mile."

Staff knew people exceptionally well and understood what mattered most to them. They took time to build trusting relationships and provided care in a way that upheld people's privacy, dignity and individuality. One person told us, "I like how they make me feel because other companies are not like this. They have never made me feel uncomfortable, unsafe or awkward."

People's individual preferences, routines and choices were understood and respected by staff. People were encouraged to remain as independent as possible and make decisions about their day-to-day lives. One person told us, "I like to do as much as I can, but I know if I need assistance, the girls would help me." Staff adapted their support to promote people's independence while ensuring they felt safe and supported, providing assistance when required whilst encouraging people to do as much as possible for themselves.

The impact of the service's caring culture was evident in the feedback received from people and their relatives. Relatives described the support as making a significant difference to both their own wellbeing and that of their family members. Feedback consistently demonstrated people felt valued, respected and supported by staff who were committed to delivering person-centred care that enhanced people's wellbeing and quality of life.

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.

People told us they were treated as individuals and that staff understood what was important to them. One person told us, "They support me by helping me move, changing my incontinence products and helping with things around the house."

People and their relatives described staff as knowing them well and tailoring support to meet their individual needs and preferences. One relative told us, "They provide companionship and are always polite. They are warm and very pleasant, providing consistent care."

Staff took time to get to know people and develop positive relationships with them. They understood people's routines, preferences and what mattered most to them. Staff were able to describe people's individual needs in detail and explained how they used care plans to ensure people received personalised support. One staff member told us, "Routines are important to people and their preferences are reflected in their care plans."

Care plans contained detailed information about people's preferences and how they wished to be supported. For example, records described 1 person's preference to be supported by male staff, which had been accommodated. Another person's care plan included guidance for staff to cut food into smaller pieces to support them safely while eating. This helped ensure people received care that reflected their individual needs, choices and preferences.

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 told us staff supported them to remain as independent as possible and encouraged them to make their own decisions. One person told us, "I like to stay independent, and I like doing as much as I can." Another relative told us, "[Person's name] likes the regular team of staff and is familiar with them."

Relatives described how staff went beyond providing care by ensuring people remained engaged in activities that were meaningful to them. One relative told us, "They do things that are enjoyed and that makes (the person) still feel important, and that's something special in someone's day-to-day life." They went on to explain how staff spent meaningful time with their family member, saying, "One of them sits and engages with alphabet charts, pictures or YouTube videos. They encourage participation and help keep the person involved."

Staff demonstrated a strong commitment to promoting people's independence and choice. They told us they encouraged people to do as much as possible for themselves while providing support when needed. One staff member said, "We communicate with people and support them to make decisions and do as much as they can for themselves. I always ask what they can do independently with their personal care."

Staff described how they offered people choices and adapted their support to meet individual preferences. This helped people maintain control over their daily lives and ensured care was delivered in a way that reflected what mattered most to them.

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.

People and their relatives told us they felt listened to and that care was tailored to their individual needs and preferences. One relative told us, " The staff are kind, caring and always respond when I need support. I have full confidence in them”. People were supported by staff who knew them well. This familiarity enabled staff to anticipate people's needs and respond promptly in ways that minimised discomfort and reduced distress

The registered manager told us there were systems in place to ensure support was available when needs changed, including an on-call system for emergencies. They explained they could respond flexibly and provide additional support when people were unwell or required extra assistance.

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

The provider was approachable and maintained regular contact with people, relatives and staff. They took a genuine interest in feedback and encouraged open communication across the service. The provider promoted an open and supportive culture and described having an open-door policy, encouraging staff to discuss any concerns or personal issues and offering support where needed.

Staff spoke positively about the management of the service and the support they received from the management team. One staff member told us, "I feel supported by the management team." Staff said they felt comfortable raising concerns, sharing ideas and seeking advice when needed. This contributed to a positive working culture where staff felt valued and supported to provide high-quality care.