Archived: Outreach Care Support 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 was 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff talked about the importance of maintaining people’s dignity particularly where people lived in a shared service. One staff member told us, “We make sure doors are closed and that people understand why they have to be closed”.

The managers told us they carry out spot checks to see that care is being carried out in a respectful way and that people are being treated with dignity. They told us how they also use supervision and review records kept by staff to monitor this.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Staff had long established working relationships with the people they supported giving them a good understanding of them as individuals. A staff member told us, “My job is to treat people as individuals and protect their human rights. We have to understand the people we support and the things they have to go through.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff nurtured people’s strengths and abilities supporting them to do things for themselves to give them a sense of achievement. Records were outcome focussed with clear, realistic aims. All of the staff we talked to told us about the importance of offering support to people when they wanted it putting them in control of their care.

The provider listened to and understood people’s needs, views and wishes. Staff told us how, through knowing the people they supported they could notice sudden changes in a person’s demeanour and could respond accordingly. They talked of the strong partnership working with other providers of people’s care and how they would co-ordinate between them and take the appropriate action if sudden, unexpected changes to people’s needs occurred. Plans detailed the potential for people’s discomfort and distress and how staff should anticipate this as well as the actions they should take to alleviate it.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff talked of good communication within the team and how they can talk to the registered manager if they need to. One staff member told us, “The company is very good to work for. There is a sense of belonging which we are all part of. If there are problems they are addressed.”