Happy Valley Home Care 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 and their relatives consistently described staff as caring, respectful and supportive, and told us they looked forward to staff visits. One person said, "They walk through the door and say hello, how are you today, are you all right. I look forward to them coming." Another person told us, "They are punctual, they come in and chat to you, they are caring people. They are really flexible and support me to keep my independence as long as possible." People told us staff took time to build positive relationships and provide emotional reassurance as well as practical support.
Relatives spoke positively about the compassion shown by staff and the difference this made to their family members. One relative told us, "I see them as companions to my (relative). They are so quick to respond to small things and are very helpful." Another relative said staff had given them peace of mind and reduced the pressures associated with caring responsibilities.
 

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.
Care plans were written largely in the person's own voice and included detailed information about what mattered to them, their interests, preferred routines and desired outcomes. Records demonstrated staff understood people's individual needs and adapted support accordingly.
People and relatives consistently told us staff knew them well and understood what was important to them. Many people received support from a small group of regular carers, allowing trusting relationships to develop over time.
 

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 encouraged to make decisions about their care and were involved in discussions about how support was provided. Care records demonstrated a strong focus on promoting independence and supporting people to do as much as possible for themselves while remaining safe.
People told us they had flexibility and choice regarding the support they received. One person explained they had reduced their care package from several visits each day to one visit because this better met their needs and preferences. Another person told us they had been reassured they could increase support again whenever necessary. Staff encouraged people to maintain existing skills and abilities rather than taking over tasks unnecessarily.
 

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.
People, relatives and professionals consistently described staff as responsive and attentive. Records demonstrated staff recognised changes in people's health and wellbeing and took prompt action when concerns arose.
External professionals told us staff worked collaboratively with health and social care services and sought support promptly when people's needs changed. This helped ensure people received timely care and support when required.
 

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.
Staff spoke positively about working for the service and described supportive management arrangements. Staff told us they received regular supervision, spot checks and competency assessments, which helped them feel confident in their roles and understand their responsibilities.
Staff demonstrated a good understanding of how to promote people's dignity, independence and wellbeing. They were able to explain how they would raise concerns, challenge poor practice and ensure people remained at the centre of decision-making. Staff told us managers were approachable and responsive and provided support when needed. One staff member said their working pattern could be adapted where required and described being well supported by management.