Focus Care Link Ltd - Waltham Forest Branch

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 service treated people with kindness, empathy and compassion and respected their privacy and dignity. People using the service told us they were treated with kindness, compassion and dignity in their day-to-day care and support. A person using the service commented, ‘’I have seen both male and female carers, all of whom have been kind and caring.‘’ Staff told us they ensured people’s dignity and privacy were maintained. A staff commented, ‘’I maintained dignity and privacy by closing doors and windows, covering the person appropriately, and explaining each step before proceeding.’’

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Care plans included details about people’s preferred language, their views on what they felt was causing their problems or concerns, and the actions required to meet their needs. This meant staff had a good understanding of each person’s individual needs and preferences, which were reflected in the care and support provided.

The service 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 maintain their independence. People using the service were supported to maintain and improve their level of mobility. A staff member told us, ‘’ I supported people in making their own decisions by offering choices and respecting their preferences.’’ People confirmed they were encouraged to make their choices and do things independently. A person using the service told us, ‘’All my choices in how I live my life are adhered to.’’

Care plans included information of people's day-to-day needs and preferences, including their routines, hobbies, interests, and important relationships. People using the service were supported to access the local community and took part in a range of social and leisure activities which reflected their individual needs and choices. A relative told us, “A member of staff used to pick [family member] up twice a week to go for a bike ride, visited the park or cinema, collected [family member] from school, and went to a restaurant.”
 

The service listened to and understood people’s needs, views and wishes. Staff showed concern for people’s wellbeing in a caring and meaningful way. They responded to people’s needs quickly enough to avoid any preventable discomfort, concern or distress. People felt staff anticipated their needs to try and prevent discomfort, concern or distress. People told us if they needed help with something, staff responded quickly.

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff told us they felt valued and treated in a way which supported their own wellbeing. Staff told us they took part in regular supervision meetings and appraisals to discuss their work and wellbeing.