Daisychain Homecare 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 outstanding. At this assessment the rating has changed to requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 60 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and their relatives provided positive feedback on how people were treated. One person told us, “They’re respectful of me and our home, and we’ve built a good working relationship, and we chat about things. They take an interest and they’re caring.” And a relative told us, “The carers are very respectful, the way they speak to [person] and the way they look after her. They’re friendly and [person] really enjoys their company, it brightens their day.” Stakeholders also spoke positively about their relationships with staff and their comments included “We have a good rapport,” and “I have never heard a bad word about them, I have observed the care, and I have no concerns.” The provider gathered the compliments they had received, which we reviewed. These included cards and letters from relatives praising staff for their compassionate support and respectful care. We also found the provider acknowledged and celebrated people’s special occasions with them, by organising events for special birthdays and anniversaries.

People told us the care staff met their individual needs and preferences. A person told us, “[Staff] know how I like to do things, they follow my ways,” and another person said, “[Staff] always ask, they follow my choices and I’m really happy with how they do everything.” We reviewed people’s daily care records, this evidenced staff’s caring interactions with people such as braiding a person’s hair and the conversations they had. However, we found people’s care plans had not been tailored to meet their individual needs, preferences or daily routines. Key information about people’s communication needs and preferences were stored in the provider’s office and was not accessible to staff when carrying out their visits to people, this placed people at risk of receiving inconsistent care.

The provider did not consistently promote people’s independence. Feedback from people and their relatives regarding how staff promoted people’s independence and choice was positive. However, important information gathered during assessments was not always incorporated into people’s care plans and made accessible to staff, which meant staff did not always have guidance on how to promote people’s choice and independence and placed people at risk of receiving inconsistent care.

The provider did not always listen to and understand people’s needs, views and wishes. We found when people had experienced a fall, their care plans and risk assessments had not always been reviewed to ensure care continued to safely meet their needs. Staff told us they found out about changes in people’s needs via text message and this information was not updated in people’s care plans. This meant there was a risk staff were working with out of date information which compromised people's safety following a change in their immediate need.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.