Everycare (Isle of Wight)

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 outstanding. 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.

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.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. People and their family members told us staff were kind, caring and respected their privacy. A person told us, “They [care staff] are kind and caring. They know me well. We have a laugh.” Whilst another said, “The carers are caring, helpful, kind and professional. I get on with them and they absolutely chat with me.” A family member said, “Yes, they are kind and caring, to us both.” The management team treated colleagues from other organisations with kindness and respect.

Staff treated people as individuals and made sure 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. Feedback from people, family members, staff and care plans indicated people were understood and treated as individuals. Care assessments included information about people’s personal histories and preferences. A care staff told us, “In care plans we will get a brief history of people so when we meet them, we can talk about those things and their history and build gradually by spending more time with them.” People and family members also confirmed they were treated as individuals saying for example, “All of them [care staff] are very friendly, talkative and sit and have a natter. They are like family. They bring birthday presents for them.” And, “They [care staff] know me well.”

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. There were systems in place to ensure people received care which promoted their independence, choice and control. Care plans reflected what people were capable of doing themselves and what support they required in other areas of their care. People told us care staff supported them to be as independent as possible. For example, a person said, “The carers encourage me to do things for myself.” Care staff told us how they encouraged people to make choices. a staff member said, “I respect that people can make decisions and if they have a particular preference, and make sure they are informed of all their choices.”

The provider and staff 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 told us staff would do extra tasks if asked for example, a person told us, “If I want something, they [care staff] will get it. They will also take things upstairs for me.” A family member said, “The managers are responsive if I call.”

Office staff confirmed that changes to planned care visits could be made if, for example, a person needed support to attend hospital or required a longer call such as following a fall or waiting for an ambulance. Most people were funded via the local authority. The registered manager described how they had some flexibility to provide short term/emergency increases in care packages and then get the funding approval. This meant there was no delay in people receiving additional care where required.

External professionals also confirmed that Everycare responded to people’s changing needs. One said, “I can also include that Everycare have recently accepted urgent care packages from our Out of Hours Social Workers which helps keep people in the community safe, even outside of the business as usual hours.”

The provider cared about and promoted the wellbeing of their staff, supporting and enabling staff to always deliver person-centred care. Staff felt valued and were clear that they could speak with the management team at any time and felt that their views, opinions and suggestions would be listened to. There was a range of support available for staff including counselling/wellbeing services and options of financial support such as payday advances. The management team encouraged staff to speak up and seek support if they felt they needed it and staff wellbeing was considered during field and formal supervisions.

Care staff told us they were not expected to work beyond their preferred number of hours each week. A staff member said, “If it is your day off they [management team] won’t push you to do an extra shift and make it feel like you have to cover it.” Whilst others told us, “Overtime comes and goes but it’s not expected”, and “They are very good at making sure it isn’t the same person doing all the overtime and sharing it out.”

Staff confirmed they were treated fairly and their human rights were upheld. A staff member said, “I have worked in care for 15 years and they are 1 of the best companies I have worked for. They are very clear and take time if there is a problem.” Staff said they would recommend Everycare as a place to work with several stating that they had recommended family and friends to apply."