Westminster Homecare Limited – West London

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

Staff consistently described working in a respectful and friendly way with people. Some staff had worked with the same people for many years and had mutually built up strong but professional bonds. Some staff described working with people as they would elderly family members; helping them and ensuring they had what they needed. Staff told us they took their time with people, didn’t rush and were respectful of people going at their own pace. Staff understood the need to keep people’s information private and ensuring privacy to support their dignity.

A member of staff told us, “I ensure they are covered, especially if there is another family member around. I make sure the door is closed [when doing personal care] and make sure they are comfortable at all times because, like us, they are human.”

People and their representatives told us staff were kind, caring and respectful. A person said, “I always have the same [staff] unless [they] are away and [staff] is very nice. We get on without any problems.” Another person told us, “Management and staff are all lovely.”

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.

A person’s representative told us, “They [staff] explain what they are doing and they adapt their style for our relative. They have a warm relationship with our relative and our relative likes it. We feel we have ‘Hit the Jackpot’.”

A member of staff told us how they worked with people and encouraged them to write their own shopping lists. Staff consistently told us it was important to encourage and support people to do as much for themselves as possible, rather than doing everything for them. Another member of staff explained how they respected people’s different cultures. For example, they said they knew there were certain times when people needed private time to pray, they were aware of periods of fasting and also whether people required them to wear shoe covers or remove their shoes completely.

A member of staff told us, “I have a person with dementia. I know they like to sing and dance, so I ask, ‘shall we sing and dance?’ Then they allow me to start personal care and their breakfast. I support them. I don’t do it for them; I involve them. Just knowing what they like while you are doing the visit make it more fun for them.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.The service had effective care planning systems and processes, which helped enable people to make choices and decisions and have control over their lives, including their care and support.The service supported people to understand their rights by using different languages and individual communication techniques whenever needed.

Staff ensured people were able to access and maintain important relationships and networks, such as friends and family, as well as the wider community. We noted the service also supported people to obtain and use various equipment that could also help enhance people’s independence.

People and their representatives told us the care packages were tailored to their individual wants and needs. People said they felt in control and their choices were respected.A person’s representative told us, “My relative did have 3 visits each day but they have chosen to just have 1 visit now. “They do go out daily to a cafe for a meal.”

A member of staff told us, “We give people a choice; like when they like to shower. Sometimes we call to do lunch and they want help with showering, but its lunch time, so we call the office to sort it. It’s all about people’s choice.”

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.

People and their representatives told us that most staff knew them well and responded quickly when they needed anything.

A member of staff described how they discovered a person in a sheltered housing complex had had a bad fall during the night. They explained how they pulled the emergency cord and asked the warden to call an ambulance. The staff member told us, “I stayed and reassured [person] and put a blanket over them. The paramedics came and [person] went to hospital.”Other staff described how they had called the office to notify them about changes to people’s visit plans, in order to meet their immediate needs, such as going shopping or assisting them with a shower.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.Staff said they were supported well by the company. They said the management team were approachable and said they had regular support and supervision. A member of staff told us the office staff had all previously been care practitioners and they felt this was a positive factor, because they understood what the work entailed. Other feedback from staff included, “It [the office] has improved with the rotas and is more organised.” “They [management] are very supportive; we are like a big family.” “They are well organised; that’s why I stay” and, “My boss is quite understanding, sympathetic and supportive.”