DDLTAC(UK) - LONDON

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 and staff always treated people with kindness, empathy and compassion and respected their privacy and dignity.

The provider and staff were caring, friendly and kind and treated the person with respect and dignity. They asked the person for their permission before carrying out tasks, made sure curtains and doors were closed when delivering personal care and chatted with the person about their life as well as completing care tasks.

The provider and staff treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The person’s care records included an ‘All About Me’ section which contained information about the person’s life, history and interests. The provider and staff knew the person, their needs and their likes and dislikes well. The person received their care and support in line with their individual and personal requirements and preferences.

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

The person was involved in planning and making decisions about their care and support and the provider obtained their consent before agreeing and acting on decisions. The person’s care and support were structured and delivered in line with their wishes.

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.

The provider and staff knew the person well and asked them about their immediate needs during care visits. This meant they could recognise the person’s needs and respond to them in the most appropriate way. They were able to anticipate the person’s immediate needs and respond to them straight away.

The provider cared about and promoted the wellbeing of their staff.

Staff were rewarded for their contribution and work with vouchers and award nominations, and the provider was flexible to accommodate staff needs and working patterns.

A member of staff told us, “The rota is weekly and they [the provider] are flexible if necessary.”

The registered manager said, “During the festive season we give staff money or a voucher to recognise their hard work, and sometimes we nominate a member of our staff for a community award because we are well known in the community for what we do.”