Enchanting Care

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 treated colleagues from other organisations with kindness and respect.

People told us staff were kind and caring. Comments included, “They give me respectful, private personal care observing my dignity,” and “I am happy with the carers (staff) who give me respectful care observing my privacy and dignity.”

Staff had a good knowledge of people’s individual preferences and preferred routines and how to support their welfare. Care plans detailed information around people’s family and important information related to their care. It also gave specific details about privacy requirements for people. Staff told us, “It is a duty of care to maintain dignity and respect. Make sure [person] understands what we are doing.” This helped ensure staff understood what was important to people.
 

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.

The provider considered people’s individual preferences and preferred routines around care which were detailed in people’s care plans. Staff treated people as individuals with 1 person telling us, “They are very kind and caring and I am fortunate enough for them to help me to get involved in community activities; bridge, flowers, whist and other village activities.”

Staff we spoke with had a good understanding of the protected characteristics meaning these were considered when delivery care.
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People told us they were given choice and control around their care. This was confirmed by the staff we spoke with. People told us staff supported them in the way they wished. They said they were involved in planning their care and the provider was open to their feedback when suggestions around changes were made. Staff demonstrated an understanding of balancing people’s wishes around remaining independent with reducing risk. This meant staff did not encroach on people’s independence or de-skill them, whilst still helping them to keep safe. Staff also supported people to maintain relationships, with 1 staff member telling us, “We take a person out to meet their friend.”
 

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’s care plans showed where they had specific medical conditions and how these presented in everyday life. Staff had a good knowledge of recognising when people’s needs were changing and the appropriate action in response. The provider analysed care call times and care records to see if times needed to be changed. This helped them to identify when people’s needs were changing, and their care required adjusting. People told us staff stayed the full duration of their calls, with 1 person saying, “In fact, they stay as long as I need them.”
 

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care.

Staff felt supported, finding supervisions worthwhile and training opportunities available. Staff told us the provider was supportive and made them feel valued as employees. This included being flexible with working when staff had to reduce their hours.

The provider had an on-call system for out of hours working which staff were appreciative of as it was always answered and on-call staff would come out to support. Staff comments included, “Yes, safe - always somebody on-call” and “Always able to come in the office for training or support.”