HIL CARE (EAST YORKSHIRE) 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People were cared for and supported by staff that were kind, patient and respectful. Staff demonstrated a good knowledge of people's personalities and what was important to them. Staff told us how they made sure they always offered people choices around their daily living and supported them accordingly. A relative told us “The staff are great, it's like an extended family like a little community.”

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 received person-centered care and support in line with their diverse needs. Staff knew people well and supported them to make choices around their preferred routines, likes, dislikes and what mattered to them. People received the right care and support to enhance their wellbeing and were approached by staff in a considerate, sensitive manner to offer support.

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 by staff to remain independent. Care plans in place provided detailed information on how to support people in every aspect of their daily living. People responded well to staff who engaged with them in a positive manner. We observed interactions between staff and people that were natural and showed positive relationships had been developed.

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. Records showed that staff were aware of changes to people's health and wellbeing. Care plans detailed people’s needs to help ensure staff had enough guidance to care for people and recognise and respond to any changes in people’s health needs. Care plans detailed what signs and symptoms to look out for and who they had to report to if they had any concerns. Monitoring charts showed staff knew people well and where changes within their behaviours occurred, staff responded in line with their care plan.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff were happy within their work. Comments from staff included, "I absolutely love working there" and, “I am really happy there. It’s a nice job, it’s a good atmosphere." Ther provider explained that there had been some issues which had affected staff morale. The provider had implemented extra support for staff in the form of supervisions and team meetings to address these concerns and improve staff morale.