Archived: Keiron Starns Care Agency

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.

During our visit we saw staff interacting with people in a kind, compassionate and caring way. People were joking with staff and were having conversations about upcoming and past events. We saw people were given choices and supported to be comfortable and relaxed within their home.

Staff spoke warmly about people they supported. It was evident that staff knew people well and cared for people’s wellbeing. People told us staff cared about them and were kind. Comments included “[staff] are kind” and “I like [staff] they look after me”

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 records contained details of how to support people and their likes and preferences. We saw details about people’s life history, which staff we spoke to were aware of. Staff told us about people’s individual preferences and how they supported people in their preferred way. People we spoke to said “Staff know me.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care records contained details of what support people required from staff and what they could do independently. Staff told us they supported people to be as independent as they could by using verbal prompts. This included how they supported a person to complete their washing, explaining which areas they could do themselves. People told us “It’s my choice”.

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. During our visit we saw staff support people with their wishes and needs promptly and in a supportive way. The registered manager explained how they would speak to people and match them with their preferred staff member for activities and tasks. People we spoke to told us they were supported when they asked for something.

The provider cared about and promoted the wellbeing of their staff. They supported and enabled staff to always deliver person-centred care. One staff member said the registered manager was great. Staff told us they were supported well by the registered manager. They said they showed flexibility with their work when required. This included helping when needed and covering shifts. Staff told us the registered manager would listen to any ideas. “They are a very good manager”.