My Homecare Yorkshire

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. Staff treated colleagues from other organisations with kindness and respect.

People and relatives described staff as friendly, caring and attentive. One person told us, “It’s so nice to have someone to talk to. We chat; they share my sense of humour.” Another person said, “They are all chatty, I’m happy [with the care].”

People said staff took time to understand their needs and never rushed care. A person told us, “They really want to do their job, they understand how I like things done.” This reflected a consistent approach to person ‑centred, respectful care.

Relatives described staff as “unfailingly kind,” highlighting examples of compassion during incidents or health concerns. One relative described an incident when their family member fell. They told us, “[Person’s] carer called the paramedics and stayed until they arrived. They will do anything for [person].”

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 recognised and respected people’s personal routines, preferences and communication needs. Relatives told us staff understood people’s histories and what helped them feel settled.

People valued the relationships developed with regular carers. A relative said, “[Person] is very attached to their carers, one in particular they really trust.”

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 and retain independence wherever possible.

People told us they made everyday decisions about food, routines and activities. One person explained, “I tell them (staff) what I want, and they get everything ready for my breakfast and lunch.”

A relative told us examples of how staff encouraged their loved one’s independence in a safe way; their comments included, “They encourage [person] to do what they can, never too far away that they can’t gently support [person] if they need it.”

Staff promoted social interaction. People accessed the community with staff support, such as attending dementia friendly coffee mornings.

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.

Staff anticipated needs, recognised deterioration, communicated concerns and ensured timely intervention. Relatives told us staff recognised when people were showing signs of distress or illness and acted quickly. Comments included, “Staff got to know [person], what [person] needs and how best to achieve it.”

Relatives also commented on staff being responsive and emotionally available: “If they see [person] is a bit down, they will sit and just chat.”

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

Staff felt valued, supported and able to deliver person centred care. A staff member told us, “I do feel valued” and another one commented, “everybody [in the management team] is very approachable.”

The provider told us about the various community links they had established, the resources available and offered to staff to support their wellbeing.