Pembroke Care (Reading) Domiciliary 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.

Staff treated people with kindness, compassion and respect. Feedback received from the person using the service and their relative was positive regarding the care and support provided.

Care records contained information about the person's preferences, routines and what was important to them. Staff demonstrated a good understanding of the person's needs and how these should be met in a respectful and dignified manner. Feedback from professionals was also positive and indicated staff were caring in their approach and maintained positive relationships with people and those important to them.

The provider treated people as individuals and ensured care and support reflected their needs, preferences and personal circumstances. Care planning considered people's strengths, abilities, wishes, cultural needs and individual backgrounds.

Care plans provided information about what people could do independently and where support from staff was required. This helped staff to promote people's independence and provide care in a way that reflected their preferences and desired outcomes.

Staff demonstrated an understanding of people's individual needs, interests and routines. They described how they adapted their approach to ensure support was provided in a personalised way.

Feedback indicated staff were caring and compassionate in their approach. External professionals spoke positively about the way staff interacted with people. One professional told us, "The staff appear to know people well and speak positively about them. They also talk about relationships with people's families and recognise the importance of supporting and engaging with families." Records and feedback demonstrated staff took the time to get to know people and the things that were important to them, helping to ensure care was delivered in a person-centred way.

The provider promoted people's independence so they had choice and control over their care, treatment and wellbeing.

People were involved in planning their care and support. Care plans detailed what people could do for themselves and identified where support from staff was required. This helped staff to provide assistance in a way that promoted people's independence and respected their preferences.

Staff encouraged people to make decisions about their care and day-to-day lives and supported them to maintain as much independence as possible. Feedback and records showed people were supported to exercise choice and have control over how their care was delivered.

People were also supported to maintain relationships that were important to them, including with family and friends. This helped to promote their wellbeing and maintain connections with those who mattered to them.

Staff understood the person's needs, preferences and routines and were able to respond appropriately when support was required. Care plans contained clear and up-to-date information to guide staff on how to provide care safely, consistently and in line with the person's wishes.

Systems were in place to communicate changes in the person's needs and ensure staff had access to current information. Staff described how important information was shared within the team to help ensure care remained responsive and reflected any changes in circumstances.

Feedback indicated the person received support when required and that staff responded appropriately to changes in their needs. Records showed information was updated when necessary to help ensure the person continued to receive appropriate support.

The provider demonstrated a commitment to supporting staff wellbeing and enabling staff to deliver person-centred care.

Staff had opportunities to discuss their wellbeing, performance and any concerns through regular supervision sessions and team meetings. Records confirmed these took place regularly and provided staff with opportunities to share feedback and receive support from managers.

Staff received training relevant to their roles, including additional training in specific areas to further develop their skills and knowledge. Some staff spoke positively about opportunities to expand their responsibilities, such as reviewing care plans and undertaking additional duties.

The provider had arrangements in place to encourage open communication. For example, managers held regular open surgery sessions where staff could raise concerns, seek advice and discuss matters affecting their work.

Staff feedback about management support was generally positive. Overall, records and feedback indicated staff had access to support, training and opportunities for development.