Chenai Holistic Home Care Agency 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.

At our last assessment we rated this key question requires improvement. 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.

The service was previously in breach of the legal regulation in relation to dignity and respect. Improvements were found at this assessment, and the service was no longer in breach of this regulation.

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.

Overall, feedback from people and their relatives was positive and indicated that staff were kind, respectful and caring, with relationships developed over time. People felt they were treated with dignity and respect, that staff knew them well, and that care was delivered in a way that reflected individual needs and preferences.

People told us carers were careful, polite and made sure they announced themselves appropriately. A person said carers were, “Very good with privacy and dignity.” Relatives also confirmed this, with one saying, “No problems with privacy or dignity.” Several relatives highlighted that carers respected the home environment, for example, making themselves known on arrival even where a key safe was used.

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.

A person told us, “[Staff] have got to know me well,” and another explained, “[Staff] listen to me.” People said carers understood their routines and preferences. A person said, “I was getting regular carers previously, but it has been a bit hit and miss. But now they know the routine and they don’t need reminding.” Another person said, “I like to have the same carers so I can get used to them.”

Staff recognised personal culture and unique backgrounds and protected characteristics when delivering care and support. A staff member said, “I maintain people’s culture and diversity by following their care plans and respecting their beliefs, values, and preferences.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People told us carers supported them to do as much as they could for themselves, while providing help where needed. A person said, “I’m quite independent at the moment and they encourage me with this. I cook for myself.” A relative told us, “Staff encourage independence as much as possible and give [person] choices.”

Care plans recorded how staff involved people and were led by their choices and informed decision making when providing care and support. A staff member told us, “I encourage people to do things for themself, like walking. I have 1 person who was cared for in bed and is now able to walk.”

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.

People felt reassured that staff responded promptly when something was not right and took action to support their wellbeing. People described situations where staff recognised changes in their health or comfort and acted quickly to seek additional support. A person said, Staff asked if I wanted the doctor as my [health condition] was playing up.” A relative told us, “If something is not right, [staff] tell me.”

Care records demonstrated timely referrals were made to relevant agencies when people needed additional support.

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

Staff described a positive, supportive culture where their wellbeing was actively promoted and where they felt enabled to deliver high quality, person centred care. The provider had taken steps to improve staff morale and mental health, including the introduction of a wellbeing helpline accessible to both staff and their families, alongside clear communication about available support. A monthly reward and recognition system, together with an annual awards ceremony, was put in place which staff reported had a positive impact on morale and motivation.

A staff member highlighted how leadership had improved over time and how this had directly impacted their experience at work, explaining, “What has changed – It has much improved. More organised, lots of changes. Happy with hours, rotas and annual leave. We are like a family and support each other. I am happy.”