Homecare Alliance Ltd

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.

One relative told us, “Care is not rushed. They are really good with [relative]. They are really good at protecting [relative’s] dignity. The carers are brilliant with [relative] and they tailor the care to [them], based on how [relative] is each day.”

A partner agency told us, “In my interactions, staff have treated people with dignity, kindness and respect.”

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 felt care staff knew them well and provided support that accounted for their individuality. Care plans detailed people’s interests and preferences and people told us care staff helped them to retain independence and provided care in the way they wished to receive it.

One person said; “I have one main carer and then a back-up carer. They send the back-up one when my regular carer is off. I am familiar with them both. They both know my needs well.”

Partners told us, “They [the service] have proactively been working with them [person], respecting their religion, culture, and language barrier.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The service involved people in their care planning who were at the forefront of their care. People understood their right to choose their care and told us they felt able to assert their choices to care staff. The consistency people had in being cared for by the same few people helped to create working relationships where people felt at ease discussing changing needs and preferences.

People told us they were always offered choices when receiving support for care staff. A person told us, “I explained how I want things to be done but they use their own initiative too. I feel I have choice in my care.”

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’s familiarity with consistent care staff helped to ensure staff were able to identify any changes promptly and seek required support. Staff were knowledgeable about escalation procedures and healthcare partners told us referrals were made to them appropriately and in a timely manner.

Staff knew people well and understood their needs and preferences.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff received regular supervision sessions and told us they were able to raise any issues with senior staff and felt listened to. Staff told us the service acted flexibly to accommodate any conflicts between work and home life.

Staff had easy access to care plans and were involved in reviews of these plans with coordinators.

A member of staff said, “I feel comfortable to speak to the supervisor if there is an issue. All of them in the office treat me well. They are so good. I feel respected. I haven’t had issues.”