Cinox Healthcare – Shaftesbury Office

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. 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 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. Staff treated colleagues from other organisations with kindness and respect.

We received consistently positive feedback from people about the staff. Comments about staff included, ‘Always very careful, cheerful, smiling, pleased to see [Loved one], always asking anything else I can do, very willing to help, very capable and friendly, really genuine people’, ‘They are all brilliant’, ‘The carers are lovely, thorough, go above and beyond, very caring’ and ‘They have been absolutely fantastic, I can’t praise them enough’.
 

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’s care plans incorporated detailed information about their interests and things which were important to them. Each section of the care plans included people’s desired outcome.
Staff told us people’s care plans were easy to understand and held information they needed to support the person to meet their needs. One staff member said, “The care plans are easy to understand and the information in the care plan helps us to meet the care needs of the client”. Another said, “The care plans are easy to comprehend and it is person centred, with clients’ needs and support captured in detail”.
Relatives agreed that most staff knew their family members well and provided care as they wanted to receive it.
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
Staff supported people to make their own choices and encouraged independence wherever possible. Comments from relatives included, ‘[loved one] is fully in control’, ‘They offer [Loved one] choices’ and ‘[Loved one] does all their own thing’.
Care staff were clear about offering people choice and respecting those choices. A staff member told us, ‘The first thing is to follow the care plan and also support them with their best interests and choices’. Another said, ‘The service empowers people’s independence, support individuals to make choices, participate in daily activities. For example, people are supported to manage personal care tasks, choose their meals, and make decisions about their day-to-day lives’.
 

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.
Management and staff knew people well and could spot when people may be unwell or be experiencing discomfort.
Staff were aware of how to follow care plans, record and report changes, access risk assessments, and escalate concerns to the management team when required. A staff member told us, ‘If I have concerns about any of my clients I will report to my manager and I am very sure my manager will act immediately’. As people’s needs changed, the provider updated and adapted service delivery to ensure they continued to receive safe and appropriate care.
The provider operated a 24-hour service over the phone to ensure people had somewhere to contact should they need out of hours support.
 

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

We received positive feedback from staff about support they had from the management. Staff reported they felt valued and were treated in a manner that supported their wellbeing. Comments from staff included, ‘There is always support from the manager, if l need any support l speak to my manager’, ‘l have regular supervision and l really find this very interesting because it provides me more opportunity to speak about my well being and my manager also gives feedback on my performance and encourages me to update my training’ and ‘Working at Cinox has provided me immense experience in supporting clients safely and effectively’.