Essex and Suffolk Quality Care Ltd

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 key question has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

Staff respected people’s privacy and dignity and encouraged people to remain independent. People were supported by a caring staff group who respected their choices and preferences. Staff felt supported by the registered manager and colleagues and felt able to contribute to decision making.

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, respecting their privacy and dignity. People and relatives were complimentary about the staff who cared for them. A person told us, “[Name of staff member] is always kind by the gentle way in which they treat me.” Another person said, “The staff are always kind in their ways and sympathetic and able to support me during all the visits I have.” A third person told us “They [Staff] do not make me feel uncomfortable when they are doing very personal tasks and are very respectful.” Staff were positive about the support, respect and caring shown by the registered manager and their colleagues. A staff member told us, “I feel I am always able to be honest with [registered manager] and they will endeavour to act on any worries or concerns I may have. Another staff member said, “I like the whole set up, and the way I am valued. I always feel appreciated.”

People’s individual needs were assessed, and the information used to shape their own personalised care plan. People’s care plans reflected their identity and individuality and were respectful of their lifestyle, personal, cultural, social and religious needs, ensuring they were understood and met. A family member told us, “By the way the staff speak to my [relative] and check if all support is as my [relative] needs, they have a very good rapport between them.”

Staff told us how they respected people’s individuality, wishes and preferences. Staff considered people’s strengths, abilities, and aspirations. A staff member told us, “I feel I make a positive difference to the lives of our service users, showing care, compassion, respect and supporting them in a person-centred way.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own support and wellbeing. People told us they were supported to have choice and control over their own care arrangements as much as possible. For example, people’s preference for the gender of staff member to provide their care was respected. One family member told us, “We did ask specifically for a female staff member, and the agency has respected our wishes.” Another family member said, “I do know the staff come at the right time and stay doing everything my [relative] needs doing. They are very consistent, and my [relative] always gets a regular staff member which they just adore.”

Staff spoke positively about their roles and how they promoted people’s independence and choices when providing care and support to people. One member of staff told us, “One of the people I care for had not accessed the community in a long time. Now with support from myself, they now go out 4 hours a week over 3 days. They are walking a lot more, doing shopping now and have a new wheelchair. It has given me a sense of accomplishment and them a sense of wellbeing.” Another staff member said, “I have suggested many clubs or social events to people to help them socially. I also take people shopping and when I suggest new items and they like it, it makes me feel good and I am making a difference.”

People and their relatives told us they knew how to raise a concern or complaint. They felt confident they could call the office if they had anything to raise. A family member said, “I think I would contact the manager. I have not had the need to complain.” Another family member told us, “We would ring the office or manager. We haven’t needed to complain as all the staff are good.” The registered manager told us all feedback was acted on. Any specific complaints would be dealt with following their complaints policy. The registered manager had a complaints log in place which detailed the complaint and any actions taken.

Feedback from staff was positive regarding the support they received from the registered manager and their colleagues. A staff member told us, “I see [staff member] and [registered manager] and they spot check me and see what I do. I feel looked after so know I am doing my work well.”

The culture of the service promoted positive well-being through supporting and encouraging staff to work to their best abilities, providing flexible working arrangements and working locally to reduce travel and increase work life balance. People were supported by staff who felt valued by the registered manager and their colleagues. Staff received regular supervision, and the frequency of staff meetings had increased to every two months via Zoom so that all staff had the opportunity to attend. This was welcomed by the staff. The registered manager said, “The office is in a rural location, so it is hard to staff to be able to get here for meetings, but these have been well attended.” The registered manager told us they ensured staff received any compliments given by people and relatives and had reintroduced an ‘employee of the month’ scheme to recognise staff achievements.