MiHomecare - Finchley

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.

People reported positive experiences of care. Staff were described as kind, respectful and focused on promoting people’s independence. People told us they felt cared for and valued, and relatives described staff as compassionate and understanding.

A person told us, “They’re very kind, caring, helpful and efficient. They are just very good for me. They are competent at what they are doing. The company does a lot of training”

The provider treated people as individuals and ensured care, support and treatment reflected their specific needs and preferences. Care plans detailed what people could do independently and how staff should support them to maintain their skills and independence, including with personal care, mobility, and daily living tasks.

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

People were supported to make choices about their care and daily routines. Staff promoted independence by offering encouragement that was positive,supportive and tailored to each person’s individual abilities. People were supported to go out within the community when they wished, helping them maintain social connections and participate in meaningful daily life.

Care plans clearly outlined how people wished to be supported, including their routines,preferences and decision making abilities. This helped staff promote choice, control and independence in a way that reflected each person’s needs and wishes, ensuring care was delivered in a personalised and respectful manner.

The provider responded promptly when people’s circumstances changed. People, relatives and staff gave examples showing staff acted in a timely and caring way to ensure support was adjusted when needed.

People were supported by a consistent team who knew them well. Relatives said this helped staff quickly notice changes in people’s health or wellbeing, which made people feel safe and reassured.

Care packages were flexible and adjusted when people’s needs changed, helping prevent issues from escalating. Staff followed clear escalation procedures, communicated with senior staff and external professionals, and ensured timely responses to urgent situations.

Leaders reviewed support regularly and adapted visit times or levels of care in line with people’s preferences. One person told us their visit times had been adjusted when their health fluctuated, reflecting the provider’s commitment to maintaining independence while delivering responsive care.
 

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

Staff wellbeing was at the heart of the provider’s caring culture, and this had a direct, positive impact on the kindness, compassion and consistency people experienced. Staff repeatedly told us they felt highly valued, supported and appreciated.

The registered manager and leadership team promoted a supportive environment, encouraging staff to raise issues and contributing to a positive culture that strengthened caring practice across the service.