Adonai Care Services Ltd

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• 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 service involved people and treated them with compassion, kindness, dignity and respect.At our last inspection we rated this key question good. At this inspection the rating has changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 100 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

There was an exceptionally strong, visible, person-centred culture within the service. People received care which was rooted in kindness. Treating everyone with dignity and respect was embedded within the culture of the service and embraced by all. Some comments were: “Staff are very caring, nice ladies who always arrive with a smile. We even share a laugh”, “You are a wonderful team, so kind, caring and compassionate, as well as knowledgeable and professional”, “The carers are respectful, professional, and friendly. They’re always cheerful and very kind in how they support me”, “I still get very lonely as I am here on my own, but the carers stay the whole time, and their kindness takes away some of the loneliness.”

Without exception and with enthusiasm staff told us they were fully committed to people, to provide them with love, care and attention. People were astonished by the kind and caring nature of staff. A person said, “Adonai Care Services Ltd can’t be more helpful, 10 out of 10 brilliant!” A relative told us, “We feel the team went the extra mile to support my loved ones needs.” A member of staff said, “It’s been an absolute privilege to work with people who are truly passionate about what they do.”

People and their relatives told us the service consistently provided outstanding care. Feedback received from a relative about a member of staff said, “Our loved one thought the world of [staff name] and I cannot put into words what that meant to me. Thank you is not enough. You all treated our loved one with such respect, love, care and shared some lovely moments with them.”

Staff were exceptionally kind, warm and affectionate. A relative shared with us that staff showed tremendous love and empathy during their relatives last days, supporting the person who was comforted by their care and reassurance. This has meant everything to them and their family. Their relative told us, “I found they went above and beyond; I could not speak higher of the carers that attended my parents and would recommend to others, 100 percent. The carers were all wonderful and genuine and really wanted to help. Nothing was too much trouble, and we really appreciated their visits, and they were all incredibly compassionate, the carers they were superb.”

The service treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The service took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

All staff had an extraordinary understanding of people’s needs, this was supported by small, dedicated teams of staff who promoted consistency for people. A relative told us, “Staff are lovely, they are like part of the family from day one. Friendly, happy, and great at their job. They’re the right people for my loved one and for our family. I’m very pleased.” Information about people’s protected characteristics and diverse backgrounds were documented in their care plans in a sensitive and respectful way. People’s unique character was celebrated by staff and within the service itself. The registered manager and manager had an elevated knowledge of people, often visiting them in their home to ensure they were receiving a superior service.

Health and social professionals commended the commitment of staff and the service to ensure people had opportunities to live how they wished and felt valued. A professional gave an example of the exceptional practice of staff and said, “They provided excellent care, through the difficulties of the persons needs and then through them entering the final phase of their life, they wanted to be at home. The commitment of the team at Adonai Care Services Ltd kept them there, despite extreme difficulties. Adonai are not like any other agency.”

People’s strengths and capabilities were clear within their care plans. People told us they enjoyed speaking with staff, learning about their backgrounds and culture. Diversity was rejoiced within the service, the registered manager said, “The word, “Adonai” means, “Master” or, “Lord” and reminds us all, whatever our belief system or religion that we should treat everyone with kindness, everyone is worthy of the very best care and attention and at Adonai Care Services Ltd we are all encouraged to go that ‘extra mile.’ It is this ethos that makes Adonai such a special place.”

The service was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff were highly motivated and proud to share with us their many examples of when they went above and beyond to support people, particularly when it came to encouraging people’s independence. They told us this was a fundamental factor in supporting people to experience better outcomes. For example, a person had not left their home for years due to their reduced mobility. The service worked with them to find solutions, the person was keen to return to their community, to enjoy their past hobbies and observe their religious beliefs. The service worked tirelessly to secure a wheelchair and funds for social activities. They now attend church, meet friends, and have enjoyed visits to the beach, fulfilling their wishes and supporting both their wellbeing and their religious needs. They now look forward to outings with great enthusiasm, as staff have helped them achieve long-held dreams.

People were at the centre of Adonai Care Services Ltd, staff demonstrated exceptionally compassionate approaches and commitment to people. Some comments were: “Promoting independenceimproves mental health, helps self-esteem and confidence”, “It enhances their wellbeing, promotes their dignity and quality of life. It boosts their confidence and gives them a positive outlook and purpose”, “At Adonai, we encourage our clients to participate in care to make sure they do not feel their independence is taken away from them. We do not wish to walk into a client’s home and take over a simple task they can do.” This attention to detail underpinned all aspects of care delivery.

People were empowered to be the decision makers in their own lives, support was designed around people’s unique requirements and staff delivered care with the utmost respect. The service anticipated what people wanted so when changes happened, staff were ready to adapt support to meet people’s needs. Meetings and reviews of care took place regularly with dedicated teams gathering to discuss people’s needs. This had contributed to seamless, compassionate and holistic care. A person told us, “I have the same carers who know me very well and I know them. They have learnt what I need, and it’s made a real difference having them here. The thought of what I would have done without them is terrible. I would have needed to go to a care home. They have made it possible for me to stay in my own home. I cannot express enough how grateful I am to them. They have changed my life.”

People and their relatives were overwhelmingly appreciative of the service who not only supported the person but the whole family too. We were repeatedly told of the way staff embraced the household. A relative said, “The staff are efficient and very friendly. They care for my loved one, so I don’t have to worry, and we can continue to enjoy our relationship.”

The service was exceptional in how they listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People told us the service was overwhelmingly consistent and dependable, having genuine impact on them and enhancing their quality of life. A person told us, “Adonai Care Service Ltd are absolutely wonderful they have been so great. Due to events my life changed, it changed very much. If it hadn’t been for the carers I would have lost my mind. They have made a huge difference to me and without them I don’t know where I would be. I have been through an awful time, and they have kept me going. I could not have stayed in my home without them; they have kept me here and kept me going.”

A relative said, “I couldn’t manage without the carers. They all have individual personalities, and they react to my loved one’s needs straight away and consistently with kindness and professionalism. I cannot describe them other than wonderful. They take great care of my loved one and it gives me time to myself and to do essential things. Without them my loved one would definitely not be living with me. I wouldn’t be here without them. They are wonderful, I keep saying it, but they are.”

We received feedback from a health and social care professionals who told us the service had supported people who had incredibly complex needs, who required critical support. The responsiveness of the service played a significant role in improving outcomes for people. Staff had delivered the care and support with commendable skill and passion; this had a profound impact on people who would have certainly experienced a decline in mental health and wellbeing without their dedicated care. They said, “Adonai Care Services Ltd are contributing to a plan of support that reduces the risk of the person experiencing a relapse in their mental health.”

The service had also recognised and responded to people’s needs in the wider community by raising awareness. This included humanitarian and charitable efforts, locally, nationally and overseas.

The service always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

People received an exceptional service as they were cared for and supported by staff who were admired, valued and respected by the registered manager and the service. A rich culture of support and appreciation was embedded in the service, ensuring staff had all the tools to provide the highest, most compassionate care. The service promoted excellence in care by investing in their staff through specialist training, mentoring, coaching and with a focus on personal development and growth.

People benefitted from being supported by staff who were nurtured to speak-up, attend regular meetings and gatherings and who were actively involved in developing and shaping the service. The registered manager told us investing in their team was an essential part of the service mission. Ideas and initiatives were a team effort at Adonai Care Services Ltd and everyone had a say. Most recently the service introduced a staff newsletter, this document was remarkable in its content, giving staff appreciation with practical access, fostering team spirit and support with a variety of benefits. A member of staff told us, “The provider has created a positive and friendly work culture within the company. Everyone feels part of the team and feels comfortable working and communicating with one another. This is due to the registered manager’s leadership qualities and time put into making sure the wellbeing of all of our colleagues is met.”

Staff told us they felt highly appreciated and valued. Some comments were: “I feel proud to be part of a supportive, caring, and respectful team. Communication is strong, and everyone works together to achieve the same goal: providing the very best care for our clients”, “Ever since I joined Adonai Care Services Ltd, I feel part of the team due to the commitment and professionalism shown by the other carers and the open door policy by the senior management”, “Communication at the service is open, we share updates, through handovers and l also feel supported by the management and my colleagues as well.”

People were supported by staff who felt valued. Adonai Care Services Ltd had excelled in its passion and commitment to their staff team. Appreciation was part of the fabric of the service, naturally delivered, consistently. Staff told us they were supported both professionally and personally by the registered manager and the manager. There were a variety of rewards and incentives such as social events, awards and investment. Staff had access to support practically and personally, following a significant event, the registered manager had accessed on site professional psychology and counselling support for staff, through several workshops this had improved mental health and wellness. This was adopted by the service as a regular benefit for staff. The providers core values for excellence in care were undeniable throughout the service.