Zara Healthcare

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. This was our first assessment of Zara health care, and we rated this key question 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.

Due to the nature of the service, we were not able to complete direct observation of care.The person receiving supported living was supported by staff 24 hours a day and their care plan considered their needs, wishes, autonomy and privacy. We were unable to visit due to their health issues.

However, we spoke with people receiving home care, relatives and staff who expressed a high level of satisfaction with this service and people were comfortable with staff.Staff practice was observed and any poor practice would be quickly identified and staff supported to improve. Additionally, staff were rewarded for good practice and staff met regularly to discuss how to improve the service.

Quality assurance was robust and highlighted actions taken from feedback. In the same vein feedbackfrom complaints, incidents and safeguarding concerns were thoroughly addressed to ensure care upheld people’s safety and dignity.

People receiving home care described very good relationships with the care staff,who were said to respect dignity and privacy and gave examples of being kept covered during personal care, or having the same sex carer for personal care. They also described warm relationships, which helped them to feel cared for and supported.One person said, “they’re all kind, caring and very considerate people.” Another said,“They have a game of dominoes with (Name) at the end of the care visit.It’s something that (Name) enjoys and it keeps his mind active and engaged.”

We asked staff about how they cared and supported people. Staff told us about their induction and training they had received including dementia care which helped them think about the person they were caring for and what was important to them. They also discussed supporting people with sensory loss and how this wasrecognised andtaken into accountwhen delivering care.Care plans reinforceddignity, respect, equality, communication, and individualised care.

A staff member told us, “What I enjoy most about my role is making a positive difference in people’s daily lives. Although the role can sometimes be challenging, particularly when individuals are unwell or experiencing difficulties, it is highly rewarding. I adhere to lone-working procedures by informing the office of my schedule and carrying a mobile phone toalways ensure my safety.”
 

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.

Care plans were written in a respectful way. For the person receiving supported living there was a holistic care plan which did not just focus on behaviours but gave an overview of the person’s needs, what made them happy and how to respond to any sign of distress. This type of guidance helped staff recognise the person’s cues and respond appropriately, which supported responsive care. It also helped staff maintain positive interactions while reducing the risk of the person becoming overwhelmed. Health conditions were clearly described and how to safely manage any risks associated with them.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and well being.People were observed being supported by staff to remain independent and be in control of the care they received.

Staff told us people made choices about their care needs and how they would like their support delivered. The person receiving supported living had detailed plans of support and we found this to be thoughtful and very personalised. It gave staff clear guidance on how to support the person safely while also building positive relationships with them.
 

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 were involved in assessment and review of their needs and all felt able to contact the office and communicate with staff should it be necessary. Everyone spoken with who used the agency said they were happy with their care and said if an issue arose this was minor and dealt with efficiently. Compliments were seen regarding staff practice and staff made people feel better.

Work force planning was robust, and care calls delivered in an agreed timescale and adapted should a person’s needs change. For example, if antibiotics were introduced and a person needed support to take these correctly extra calls would be put in place. Staff also said they could be flexible with call times within reason.

Staff did not raise any concerns about their working duties and although some worked long hours these were monitored and staff got time off, travel time and breaks across the day.

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

Multinational staff were employed with a vast array of experience in health and social care and transferable skills. Whilst most staff had entered the country some years ago, they were initially supported with housing, benefits and developing relationships within their communities. Staff told us how they were welcomed and completed training prior to delivering care, whilst waiting for checks to be in place to validate their suitability for employment. Staff told us they had regular contact and support and felt valued within the team. They received role specific training but could also complete training in line with their specific interests and people’s needs. They had regular catch ups, team meetings, annual appraisals, spot checks, observations of practice and supervision which all helped to support and develop staff. Recruitment was robust and induction helped to support and develop staff. Additional train the trainer roles were being considered to help ensure staff received timely training and the service worked with other professionals to identify and deliver training.