Triple Home Care 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 management and staff team treated people with kindness, empathy and compassion, while respecting their privacy and dignity. Feedback from people and their relatives was overwhelmingly positive about the caring approach of staff and the quality of support provided. Relatives told us, “They are all absolutely brilliant. They think of me too. Ask if I need anything doing.” Another relative said, “They are absolutely wonderful. They are so good.”

Staff demonstrated a good understanding of the importance of treating people with dignity and respect and described how they protected people's privacy when providing personal care. One staff member explained, “When providing care, I make sure all blinds or curtains are closed from people seeing in, keep the client covered at all times with a towel or sheet to keep private areas covered while providing personal care. Ensure all doors are closed so no one can walk by and see.” Staff understood the practical steps needed to maintain people's dignity, privacy and comfort while providing care. Feedback received indicated people were treated as individuals and supported in a caring, and respectful manner.

The management and staff team treated people as individuals and ensured care and support were tailored to meet their specific needs and preferences. They considered people's abilities, aspirations, culture, background and protected characteristics when planning and delivering care. This person-centred approach helped ensure people received support that reflected what was important to them and tried to promote positive outcomes where possible.

Staff knew the people they supported well and were able to describe their individual needs, and preferences in detail. Care plans contained personalised information and guidance to help staff deliver consistent support in line with people's wishes and choices. For example, 1 person who had limited verbal communication had been identified as being at risk of social isolation and of their views not always being understood or listened to. Care planning information provided staff with guidance on how to communicate effectively with the person and ensure they remained involved in decisions where possible about their daily life. A relative told us the service, “Is very centred around my [family member].”

The management and staff team promoted people's independence and supported them to maintain as much control over their daily lives as possible. People's care plans identified the areas where they required support and the tasks, they were able to carry out independently. This person-centred approach helped people to retain existing skills where possible, develop confidence and continue living in their own homes wherever possible.

People told us about the aspects of daily living they were able to manage themselves and where staff provided support when needed. For example, some people remained involved in their personal care by washing areas they could easily reach or applying creams. This helped ensure people remained actively involved in their care and maintained their independence.

Staff supported people to pursue their interests and community activities. This included supporting people to attend day centres, access local amenities and participate in social activities that were important to them. Staff gave examples of how they helped people achieve personal goals. This included accompanying people on holiday and supporting them to attend events such as funfairs.

Relatives spoke positively about the flexible and enabling support provided by staff. One relative told us, “I feel very happy when [staff] take [family member] out. Nothing is too much trouble. If I have a last-minute invite, they pull out all the stops for me to go.”

The management and staff team listened to and understood people's needs and wishes and used this information to provide personalised care and support. Staff were responsive to people's changing needs and took prompt action to minimise any discomfort, anxiety, concern or distress. This helped people feel supported and reassured.

Staff told us how their training, knowledge of people's individual needs and guidance within care plans enabled them to respond effectively when people required additional support. Care records included personalised information about how people preferred to be supported and any strategies that could help maintain their well-being during periods of increased anxiety or distress. One staff member told us, “One client can become quite upset and [named response] when anxious or distressed. Trying to engage them, or distract them with an activity they like, such as listening to music, can be beneficial in this instance.” This helped demonstrate that staff understood the importance of providing reassurance and support in ways that reflected individual preferences.

The management team demonstrated a commitment to supporting the wellbeing of their staff and created an environment where they felt valued, listened to and supported. Staff spoke positively about working for the service and described a supportive management team that was approachable and responsive to their needs.

Staff felt comfortable raising concerns, seeking advice and discussing any challenges they were experiencing, both professionally and personally. Staff provided examples of how the management team had supported them during difficult periods in their personal lives and helped them maintain a healthy work-life balance. This included providing emotional support, regular wellbeing check-ins and being flexible where possible to support individual circumstances. A staff member told us, “They have really supported me over the last few months, and I appreciate this a lot. I know I can call them any time around my catch up’s if I need to. I am very happy with the support I receive.”