Everlife (Wiltshire)

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 treated people with kindness, empathy, compassion and respected their privacy and dignity.

Staff knew people well and cared for people’s wellbeing. People told us staff cared about them and were kind. Comments included: “Staff chat to me when they are giving care” and “I like [staff] they look after me”.

We saw people were given choices and supported to be comfortable and relaxed within their home. Staff spoke warmly about people they supported. A staff member won the carer of the year award for their “kindness and approach to supporting someone with complex needs”.

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, giving choice and how they supported people in their preferred way. Care planning documents were individualised and considered every aspect of a person’s care needs.

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. Comments included “I love it when staff take me to the theatre” and “if it wasn’t for Everlife, I would be stuck in my house”.

Staff told us they supported people to be as independent as they could by reading previous notes before visiting. This included how they supported a person to take their medicines and how people had control over how they received personal care support. Care plans detailed what aspects of their support they could complete independently.

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.

The registered manager explained how they would speak to people to understand their likes, dislikes and preferences. This meant the provider could match people with staff who had similar skills or interests.

People we spoke to told us they were supported by the provider in “An excellent way, staff are always happy and always listen to me” One person had a mobile phone to help keep them safe but did not like using it. Staff supported the person to look at alternative options so that they could maintain contact with their friends and family.

The provider cared about and promoted the wellbeing of their staff and supported them to always deliver person-centred care. Staff told us they received the support they needed to do their job well.

Staff told us the registered manager was open, and they were able to share any concerns they had. Staff said they were confident the registered manager would act on any issues and were invited to meetings to share concerns and best practices. This meant staff were able to celebrate success together which added to a consistent and positive team working approach.

The provider had regular “carer of the month” awards which recognised when staff had gone above and beyond their roles.

Staff told us there was a wellbeing package for them that the provider subscribed to. This meant staff had access to off-site support from a recognised provider of wellness services. The service was a 24hour service meaning staff could access support at any time not just during work hours.

Staff said managers were flexible with them. This included being offered a range of shifts that fitted in around their other responsibilities.