Ethical Homecare Solutions

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 ensured that people were consistently treated with kindness, empathy and compassion. Staff demonstrated a clear understanding of the importance of preserving people’s privacy and dignity, and interactions we reviewed reflected respectful, person-centred care. Staff also treated colleagues from other organisations with professionalism, kindness and mutual respect, supporting positive working relationships.

Feedback from people and their relatives showed that staff were exceptionally caring and compassionate in their approach. People described staff as kind, respectful, humorous, and supportive of their independence. One person told us, “Carers are very good. They laugh and joke. I am treated like a human being.” Another person said staff were “marvellous, very understanding and caring.” A relative told us staff treated their family members with kindness and respect.
 

The provider treated people as individuals and ensured their care, support and treatment were tailored to their personal needs and preferences. Staff took account of people’s strengths, abilities, aspirations, cultural and religious backgrounds, and other protected characteristics when planning and delivering care.

People told us their cultural needs were acknowledged and respected. One person said, “Yes, my needs are fully respected.” Staff also spoke about the importance of culturally sensitive practice. One staff member told us, “I respect cultural preferences by ensuring that care is delivered in a way that acknowledges and celebrates each person’s beliefs, traditions and practices.”

Staff supported people’s cultural identity by communicating with them in their preferred first language whenever possible. The provider ensured that staff were able to communicate appropriately, helping people feel understood, respected and involved in their care.

Care was personalised to reflect people’s cultural, social and religious preferences. Staff adapted their communication and approach to ensure support remained meaningful and aligned with what mattered to people.

Care plans contained comprehensive information about people’s emotional, physical and social needs, with clear details about their preferences. This helped ensure staff delivered care that was personalised, respectful and responsive to people’s individual identities.

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 daily choices and remain as independent as possible. Care plans gave clear guidance on areas of independence and where support was required, with a focus on promoting autonomy while maintaining safety.

People told us they felt staff supported their independence, one person told us, “Staff know me well and support my independence.” Another person told us, “Encourage independence, with cooking and cleaning.” A relative told us, “They support [name] to be as independent as they can be. It is nice to see things are not being taken away.”

A staff member told us they used care plans to deliver support that was tailored to people’s individual needs. They explained that care plans provided clear guidance on preferred routines, which helped them offer consistent, person‑centred care. For example, they described supporting someone who benefited from having a structured morning routine with personal care, meals and medicines provided at set times. The staff member said following this routine helped promote consistency, reduce anxiety and support the person’s independence.

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. Everyone we spoke with told us they felt staff were attentive and responsive to their family member’s needs.

Care records showed clear evidence of staff recognising and acting on changes in people’s care requirements. This included supporting people to attend appointments and updating care plans to reflect any new or emerging needs. Documentation demonstrated that staff monitored people’s wellbeing and adapted support in a timely and appropriate way.

Where required, individuals were supported to use safety equipment such as pendant alarms and to keep a telephone nearby for emergency use. These measures ensured that people had immediate access to help if needed.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff we spoke with told us they felt listened to and could raise any concerns.

Systems were in place to monitor staff wellbeing and ensure they had access to the guidance, supervision and resources needed to deliver safe, high‑quality care.

Staff told us they felt listened to and that the provider encouraged open communication. Regular supervision, team meetings and opportunities for reflective discussion helped staff raise concerns, share learning and identify any additional support they required. New and existing staff received appropriate training, which was kept up to date to maintain skills, knowledge and confidence.

Staff described strong working relationships and said they felt empowered to contribute to service improvements. Feedback mechanisms, such as surveys and informal discussions, enabled the provider to understand staff experiences and make changes where necessary.