George Springall Homecare Partnership

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 outstanding. At this assessment the rating has changed to 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 and relatives told us, “They (carers) are very gentle and respectful when moving me or doing any kind of personal care” and the carers are “Friendly, polite and respectful and they are very kind with (person).” Staff told us, “We strive to ensure that every individual is treated with the utmost kindness and respect” and “We prioritize creating a supportive and caring environment where individuals feel valued and understood.” Stakeholders praised the service and relatives gave positive feedback regarding the care and support provided along with the support received from the registered manager.

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. One person told us, “Their knowledge and experience of people with (health need) has been invaluable to me.” Relatives gave us positive feedback. A relative told us, “They give [person] exercises to do and they will talk to [person] about what [person] used to do and what [person] wants to do now.” Staff told us, “Managers gather detailed information about each individual's personal, cultural, social, and religious needs during the assessment process” and “Care plans contain information about the person, like their personal history, what they used to do, what they like doing and what they want to do. It’s all in there.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. A person told us, “They help me do my exercises and have given me advice with things not to do” and a relative told us “They have put [person] at ease and having them help [person] has made [person] feel safe.” Staff understood the importance of independence, choice and control. Staff told us, “I always give them lots of encouragement but also offer them assistance and support” and “I give them lots of encouragement. During personal care I encourage them to do what they can do for themselves, give them the flannel and let them do what they can. I always give them choices and let them do what they want to do. Always constantly ask them what they want.”

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. A member of staff told us if a person had communication needs they would, “Speak slow so that they can understand and definitely not shouting” and when a person fell the member of staff told us they “called 999, waited for an ambulance and called my manager.” A staff member also told us, “If they [carer] noticed any issues with a person’s health, they [carer] would report it back to the office and the managers would contact any health professionals if needed.” A relative told us, “They know [person] so well as they see [person] regularly so they know when [person] is unwell or just a bit off colour and will notify me and whoever else needs informing.”

The provider always cared about and promoted the wellbeing of their staff, and was exceptional at supporting and enabling staff to always deliver person-centred care. We received positive feedback about the support received from the management. Staff confirmed the service supported their wellbeing, they were appreciated, valued and respected. Staff told us, “My workload is manageable; I can deliver care effectively without undue stress” and “The workload is manageable since our manager asks us if the rota you have is enough, if you need more or if you need less, you make a choice according to your needs.” Staff told us their needs were prioritised and “The management supports staff well-being through appropriate staffing levels, regular breaks, and rest periods.”