HomeLink Healthcare Limited

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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff also treated colleagues from other organisations with kindness and respect.

People who used the service told us that staff treated them kindly, with dignity and respect. People made comments such as, “They [staff] are brilliant and so caring”. “I think the staff have a great personality and I can talk to them in a relaxed manner”. and “I’m respected at all times and the staff are good at listening to me”.

Staff consistently described working in a respectful and friendly way with people. 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.

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.

Staff gave examples of how they supported people on a completely individual basis. A member of staff told us about a person who had been sent home with crutches and frame. They explained, how they had helped the person develop their own goals for improved health and mobility and were helping them work towards these.

A person who used the service told us, “They chat with me and are like friends. They chat about their families, and I shall miss them when it [treatment] ends.

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 the care and support they received was tailored to their needs. People said they felt in control and their choices were respected. A person who used the service told us, “They [staff] are brilliant. Their help enables me to be more independent at home.”

The service had effective care planning systems and processes, which helped enable people to make choices and decisions and maintain control over their lives, including their care and support. The service also supported people to obtain and use various equipment that could also help enhance their independence. For example, a member of the physiotherapy team told us about a person they supported to regain their strength, confidence and independence. They explained the positive impact this had for the person.

The service also supported people to understand their rights by using different languages and individual communication techniques whenever needed.

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 told us that staff responded quickly when they needed anything. A person who used the service said, “The staff are right on the ball and very responsive to my needs. They are also very understanding of my situation and know what care I require”. Another person said, “The staff have responded well when I’ve needed them or if I was ever in pain”.

A member of the nursing team told us about a person they were supporting to come to terms with the shock of their recent diagnosis. The nurse told us, “We can give them 1-1 time, so they feel more relaxed and can ask us as many questions as they like. I will sit there and listen to [person]’s life whilst monitoring everything is okay.”

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

The provider had effective systems and processes in place to make sure staff’s health, safety and wellbeing was consistently promoted. The management team was well structured and they made sure staff felt valued and included in all aspects of the service.

Staff told us they were happy in their work and felt valued. A member of staff told us, “We have an annual leave day on our birthdays and they do a ‘happiness index’ monthly; checking how we are.” Another member of staff told us they had recently had to deal with a difficult situation and said, “I was really supported. There are lots of different people I can approach and I feel supported in every area.”

Feedback from staff confirmed that the processes were effective and made them feel truly valued, confident and competent.

The systems for staff support, supervisions and appraisals helped identify if staff needed additional support or training in any area. The provider’s ethos, processes and systems also ensured that adjustments were made, when needed, to enable staff enhance their professional development.