Pleasant Home Healthcare Limited

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 and compassion and respected their privacy and dignity.
The registered manager told us they regularly visited the people the organisation supported to check on staff’s performance and to make sure they were demonstrating a caring attitude in their work. They added how their contact through phone calls and regular feedback forms gave people the opportunity to comment on how staff supported them.
The staff we talked with were caring. They told us about how they ensured people were treated with respect and of the importance of maintaining people’s dignity. The staff told us about the emphasis they place on taking time to talk to people during their support, as in some cases this helped to break the social isolation people face.
People and their families we spoke with told us staff were caring. A family member told us, “They [staff] are constantly chatting to [family member], talking and telling them what they are doing as they do it. They are very respectful of our home and always ask if there is anything else they can do for us.”
Professionals we spoke with told us the provider was caring towards people they supported. One told us, “The carers I saw were polite, compassionate and professional, they demonstrated a strong understanding of their client’s 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 and aspirations as well as their culture and unique backgrounds.
The providers care planning system had clear information about the lives people had led and the things they had achieved throughout their lives. The provider made sure staff were aware of these things, so people had the opportunity to talk about things they were proud of.
Staff told us about how their conversations with people enabled them to get to know about people’s interests. They told us how they engage people in games and puzzles as a way of initiating conversations with people as well as it being an opportunity to involve the person in a meaningful activity.
A family member told us, “Staff really know [family member] and are so respectful. They all know what they are doing and how best to support them. They are all fantastic and as a family we find their support invaluable.”
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
The registered manager told us how they placed emphasis on making sure staff spent enough time getting people to do things for themselves. For example, they told us about a person they supported who wanted to be able to manage their health appointments by themselves. The registered manager said, “Regardless of the person’s age, they want to be able to organise these things for themselves and they can do it and we actively encourage them to carry on doing it.”
Staff told us about how they get people to do as much for themselves as they can. The staff understood that whilst some people needed to be fully cared for owing to their needs there were many others who wanted to remain independent as possible as this helped them maintain their dignity and self esteem.
A person receiving care told us, “The carers encourage me to be independent, I appreciate all of them. If I am unwell the carers will help me ring my GP for me if I can’t. I feel well cared for and the carers feel more like my friends than employees.”
 

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 provider constantly monitored people’s wellbeing and in addition knew them so well they were able to detect when people’s needs changed and were in need of immediate medical attention.
Staff told us how they kept records of how people were after each day, monitoring important things such as what they ate and drank as well as how they appeared. They told us how they would refer people immediately to health services if they had concern as well as reporting to their manager.
A family member we spoke with told us, “The carers will inform me if they have any concerns or notice any changes. It works well having the same team of carers as continuity is important to me and my relative”.
 

The provider cared about and promoted the wellbeing of their staff and supported and encouraged them to deliver person-centred care.
Staff told us they were able to approach the registered manager at any time if they needed support. They told us they felt valued and that the management knew them as people as well as employees which they appreciated.
The registered manager told us how they valued staff and emphasised the importance of offering them the support and encouragement needed to do their jobs. As part of staff supervision, they were offered praise for their work as well as an opportunity to look at further training, additional responsibilities and opportunities for promotion.