Great Park Homecare

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. 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.

People and relatives consistently told us staff treated people with kindness, empathy and compassion and respected their privacy and dignity.

People and relatives told us staff were kind and caring. Comments included, “I had an accident and didn’t know how to cope, so I phoned and they sent a carer round straight away to help me.” Relatives consistently gave positive feedback about the caring approach of staff and told us that staff were responsive and attentive to people’s needs. One person said, “‘Without the help that [provider] give us we couldn’t manage.” And “It’s like having an extended family!” Staff also spoke positively and compassionately about the people they supported.
 

People received care and support that reflected their individual needs, preferences and interests. The provider promoted people's independence and supported them to have choice and control over their care, treatment and wellbeing.

Staff told us how they supported people to participate in activities important to them. One person said, “If a client likes to get out, we encourage that. [Person] loves to watch sports so we make sure [they] can see the TV and have the controls” and “Companionship is important, go out for a coffee, if we can help in any way to improve their quality of life that is what we are going to do.” People’s care plans contained information about their life history and hobbies.
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff told us how they worked with people to empower them and support them to remain independent. One staff said, “Let them do as much as they can and I just help out where necessary. Let them be independent, then not taking something away from them like washing.”

People spoke positively about how staff empowered them. One person said, “[Staff] encourage me to be as independent as possible doing as much as I can on my own but are there to help if I am struggling or having an ‘off day’. Not being critical but reassuring me if I need a bit of a hand.”
 

The provider listened to and understood people’s needs, views and wishes. Staff responded promptly to people's changing needs and acted to minimise discomfort, concern or distress.
Staff told us they recognised if people required clinical support during their visits. One person said, “If we think there is any problem like a UTI (urinary tract infection), [we] contact the office or GP. If in the property, best to get it sorted there and then. [We] all know if [we] need to get a urine sample and [we] get it to the doctors.” Staff also told us how they shared learning with colleagues to ensure people’s needs were responded to. One staff said, “I might pick up on something others have not picked up on, and I will communicate it to the management.”
Relatives told us how the provider responded to people’s needs without delay. One person said, “Communications are very good with a single point access and any changes needed or requested are implemented straight away.”
 

The provider promoted staff wellbeing and supported staff to deliver person-centred care.
Staff told us they felt supported by management. Staff were supported to attend regular meetings and if they were unable to attend, they would receive a copy of the minutes. One staff said, “I feel treated well and valued. Whenever we speak with supervisors, we get thanks and messages in email. It makes you feel the job you are doing, you are doing properly.” Staff also felt it was easy to communicate with their team and managers. One staff said, “Its good we have a WhatsApp group, emails, meetings and are able to phone through to the office and have someone to guide you.” Staff were involved in supervisions and told us they could always contact their line manager for support.

The registered manager told us, “In my group email I always say if anyone wants to speak to me confidentially just give me a call. I have been there myself. I will always let staff know when I will be in the office. At supervision I go through it’s not just about workload, it’s also about how are you feeling, how are things outside of work, anything impacting you carrying out your job. I do believe my staff are confident to contact me.”