Healthy Homecare Services Ltd

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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

People were supported in a way that respected their individuality, with care plans reflecting their personal routines, preferences, hobbies and relationships. Individuals and relatives consistently described staff as kind, respectful and attentive, with staff demonstrating an understanding of what mattered to each person. People told us they were treated with dignity, listened to and understood, and this was supported by daily notes showing personalised approaches to care.

Staff promoted independence, choice and control in day‑to‑day support. Records showed that people were offered meaningful choices about their routines, such as meal preferences, the gender of carers, and the timing of visits. People shared that staff were flexible and willing to adjust visit times when needed, and relatives confirmed that care was delivered in a way that respected personal wishes and upheld people’s dignity. Staff used real‑time running logs to stay aware of people’s preferences and any changes, helping ensure care remained tailored and consistent.

Although a small number of people experienced occasional timing inconsistencies, these did not affect the personalised nature of the care delivered. These issues were administrative rather than related to staff practice, and the registered manager acted promptly to meet with those affected and provide reassurances.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.Care plans included information about people’s daily routines, preferences, hobbies and relationships, and they show how staff supported people to remain as independent as possible.

Equipment and support to promote independence were clearly described, such as the use of mobility aids and encouragement to assist with daily living tasks like washing the pots. People’s choices were respected, and there was clear evidence that staff adapted visit times when needed. One person said, “We’ve had to change appointment times on occasions and this hasn’t been a problem.” A relative also told us, “Oh yes, the staff are well trained and treat [loved one] with dignity and respect.”

Daily records and running logs showed that staff offered people choices about their day-to-day care, such as what they want to do and how they prefer to be supported. Preferences around gender of carers and personal care routines were also documented and respected. People were supported to maintain their independence, and where equipment was used, it was done in a way that encouraged people to do as much for themselves as they wished.

Staff had access to live care records in real time, helping them stay updated about people’s choices, appointments and preferences. People generally felt they had control over their care, were involved in decisions and were supported in a way that promoted dignity, independence and personal choice.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.