Goldfinch Care Agency Private Limited

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• 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,dignityand respect.At our last assessment we rated this key questionGood.At thisassessmentthe rating hasremainedgood.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.

People were treated with kindness, dignity and respect by staff whodemonstrateda compassionate and person-centred approach.

Feedback we received confirmed this.One person said, “They are respectful,compassionateand caring. The caretheyprovidehas transformedtheirlife in such a positive way that the family could never haveanticipated. I say again, I consider it perfect, faultless.”Arelativesaid, “Thesamecarer has been with [family member]fornearly 3months nowand theygetontogethervery well.Theyprovidetotally consistentgentle care, which is respectful, kind, compassionate and very caring in every way.”

Staff had received training in protecting people’s privacy and dignity anddemonstrateda clear understanding of this in practice. They knew people well, including their individual preferences,backgroundsand support needs, and used this knowledge to delivercompassionatecare.One staff member said, “I always ask what they want, always talk through in detail what I’m doingwhen I am providing careto make themascomfortableas possible.”

Managers had effective oversight of practice and routinelymonitoredinteractions between staff and people using the service.This waspartlyundertaken by the registered manager during visits to people’s homes together with monitoring ofcare records.This helped to ensure care was delivered in a respectful and compassionate manner.

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.

People and relative’s feedback confirmed without exception, care and support were consistently delivered in a way that reflected each person’s personal preferences.Theytold us staff understood and responded to their individual needs. They spoke positively about the activities they enjoyed and how staff supported their participationin them including community events.

Staffalsocommented on the importance ofpeople’s familiesand friendsto them and how they supportedand encouraged them tomaintainhealthy relationships. One told us, “My client has an active social life, their family come to stay at thehouse,and their friends visit the house toplay games such asBridge,and I drive them to their friends house to play too.”

People, accordingto their abilities,wereencouraged and enabled to live full,activeand meaningful lives in line with their choices and interests.One person said, “Everycarer in this agency is always responsive to all of my needs.”A relative said, “They provide every aspect of my [family member’s]care brilliantly.”

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

The service promotedindependence, choice, and control by supporting individuals to make their own decisions about their daily lives.

People’s feedback confirmed they were treated as individuals. Staff took the time to understand their preferences and ensured care and support were delivered in line with their chosen routines and personal wishes.

Care plans were writtenholisticallyandreferenced preferences and choices.Extracts from care plan records included,‘I like to be woken at 8AMand my evening routine before I go to bedistostart at 7PMso I can be in bed for 8PM’,and‘I like my breakfast at 8AM, carer to collect my newspaper’, and ‘there are times of the day I like to be left alone’.

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,concernor distress.

Staff listened carefully to people and understood what they wanted. They noticed when someone needed helpor supportand acted quickly to keepthem reassured.One relative told us, “[Name]caring regime is quite intense due totheircondition, and the carers are excellent in providingthe care they needand when they need it.”

The registered managerdemonstrateda proactive and responsive approach in meeting people’s changing needs. They ensuredthey and their staff madetimelyreferrals torelevant external professionals when required, to support continuity of care and positive outcomes for people.

Clear policies and procedures were in place to guide staff in responding effectively to immediate situations, including falls,incidentsand accidents. This supported staff to takeappropriateandtimelyaction, ensuring people received the care and support they needed tomaintaintheir safety and overall wellbeing.

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

Theregistered managerdemonstrateda proactive and supportive approach to workforce wellbeingand instilled apositive culture where staff feltvalued and able to raise concerns. This contributedtothe delivery ofperson-centredcareto which people told us they received and staff said they delivered.

Staffs’ workload wasmonitoredeffectively. Shift patternsand breaks for staff were integrated into their rotasto ensure theyhadtime away from their 24/7 care roles. The registered manager told us staff were afforded time for any personal appointments or matters relating to their health and any caring responsibilities. Consideration of staffs’ background and beliefs were also consideredto allow timeto attend any religious events important to them.

Staff were provided withregularsupervisions and appraisalsand able to contact managers for advice and support when they needed to.Onestaff member said,“They [managers] arevery supportive.”

A‘lone worker’ policywas in place. This set out action staff should take to reduce risk for staff working alone.