Onecare-uk 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 service involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. People told us staff were kind, respectful and caring. They said that staff treated people with dignity and were respectful.

People received support from consistent care staff who knew them well. People and relatives described staff as kind, caring and respectful. A person said, “Staff are friendly and treat me with respect. I treat them with respect. I trust the staff.” A relative said, “Staff are very patient and kind and if they weren’t [my family member] would let me know, I regularly ask.” Another relative said, “I definitely feel that [my family member] is well cared for and respected.”

Care professionals spoke positively about the caring approach of care staff. A professional said, “The team are warm and welcoming. The team are friendly, approachable, and willing and keen to receive our feedback, as well as that of other departments.”

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 and relatives told us staff understood their needs and provided care in a way which was personalised to them. People and relatives consistently confirmed that staff understood people’s individual needs and preferences. A relative said, “I feel the care is very effective and meets my daughters’ needs. Staff go above and beyond.” Another relative told us, “Staff understand [my family member’s] needs.”

Care plans were person-centred and focused on individuals, ensuring people were treated with dignity and respect. They included detailed information about communication needs, interests, cultural backgrounds, important relationships, and preferred routines. Care was tailored to fit around people’s lives, supporting engagement, positive experiences, and holistic outcomes.

Staff had a good understanding of people’s needs and how to meet them and people confirmed staff understood their needs. Policies were in place around equality, diversity and inclusion and staff received training for this.

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 what people were able to do for themselves and when they required support. This supported people to remain independent and retain choice and control over their care and support. People were supported to make choices and informed decisions by staff who knew them well.

People were encouraged and supported to access the community, develop skills and pursue their personal interests. Staff balanced safety with independence, using their knowledge of each person’s risks and needs to tailor the level of support they provided. A relative told us, “As far as I can see carers respect [my family member] and give [them] choice whenever possible. Sometimes things cannot be done because of medical issues for example [my family member] wanted to go to a day centre which another resident uses however [they] cannot access it due to [their] wheelchair, staff have supported [them] to be assessed for another day centre. Carers have a nice way of explaining things to [my family member].”

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.

Care staff understood the importance of supporting people to maintain their independence. Care staff spoke about how they supported people to make informed choices about how they lived their lives and decide what care would be provided for them.

People and relatives told us they were confident staff were knowledgeable about people’s individual needs and how to support them. A relative told us, “The staff seem to know their business and are professional and well trained.”

Care and support plans identified what people could do independently and how staff could assist. This supported people to remain independent and retain choice and control over their care and support.

People were supported by staff to access external health and medical care services as and when required. Staff were aware of peoples’ healthcare needs and knew how to respond to any immediate healthcare emergencies to prevent people from becoming distressed or unwell.

The provider had a good knowledge of recognising when people’s needs changed and understood their responsibilities in reporting concerns to senior staff.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff we spoke with told us they felt supported and valued by their colleagues and management.

Feedback from staff about the registered manager was consistently positive. Staff described management as supportive, approachable and highly involved in the day‑to‑day running of the service. A member of staff told us, “Management are very nice, very cooperative and responsive.” Another member of staff said, “Line managers are very good if we have any concerns or personal issues.”

Management supported staff’s religious and cultural needs through flexible working arrangements. Flexibility was also offered to staff with family commitments or health needs, with duties adapted or flexible shifts implemented where required to promote staff wellbeing.

There was a positive culture where staff felt appreciated and motivated. This in turn supported staff retention and helped maintain a consistent and stable workforce, which benefited the people using the service. Staff told us the training they received was comprehensive and high quality. Staff felt very well supported through regular supervisions, meetings and the training they received.

Management had an open-door policy. Staff were encouraged to speak up and raise concerns openly. The registered manager emphasised the importance of having a transparent culture where staff were able to speak up and where concerns are raised, there is a focus on learning and preventions rather than blame.