Monarch Home Care Services

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity.

People and relatives were happy with the care they received. One person told us, “I have the 2 most caring people I could wish for. They are lovely.” A relative said, “Whenever they come in they always close the blinds, shut the curtains, they ask us to go out of the room, they are very respectful of whether she can be seen by anybody and they do ask people to leave the room.”

Staff spoke about people respectfully and compassionately. Staff emphasised the importance of being kind and caring. One staff member said, “I am mindful this is people’s homes, it’s my workplace. I must respect people and the families.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

People and relatives felt they were treated as individuals. A relative told us, “They are very good at doing whatever she wants them to do”.

There were systems in place to ensure people were treated as individuals this included ensuring people were listened to and were part of the review process.

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

People were involved with all aspects of their care. Care plans in place considered how people made choices and how their independence could be promoted. Staff we spoke with were aware of these plans and told us how they encouraged people to remain independent. One staff member said, “If they can do it themselves, I say there you go, sometimes people just need a prompt.”

The provider listened to and understood people’s needs, views and wishes.

People and relatives felt their needs were responded to

People’s needs were responded to promptly and when needed changes to how their care was delivered had been made. For example, changes in call times or changes to levels of support.

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

The registered manager told us how they had introduced a weekly drop in session for staff where they could come into the office and discuss any concerns they had.The majority of staff we spoke with felt it was a good place to work, and they received support when needed. here were systems in place to consider staff wellbeing.