Quest Recovery Services 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 service involved people and treated them with compassion, kindness, dignity and respect. This key question had not previously been rated by CQC. At this assessment this key question has been rated 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 provider ensured people received exceptionally kind, compassionate and personalised care. People were always well treated by staff. They and their relatives confirmed this. A person told us, “I feel safe and know the carers well, we have built up trust and understand each other.” A relative explained how the staff went beyond what was expected of them when providing care. They said, “Whilst [person] was in hospital, the carer went round and did all the washing, dried this and put it away. They helped get shopping ready for [person] when they came home. They stayed in contact with [person] whilst they were in hospital.” This ensured the person was safe and felt valued by staff when they returned home and during their illness.

Professionals also gave us examples of exceptional kindness. A professional told us that when a family member requested it, the registered manager brought holy water from the person’s home country and helped bathe the person in this during their last few days of life. The professional went on to say, [Registered manager] arranged for people from [their place of worship] to visit and pray with the family, office staff and carers. This brought the person and their family peace and comfort.” They told us the registered manager had helped the person’s family arrange the funeral. Which the family had appreciated at this difficult time for them. Another professional explained, “On at least 2 occasions I am aware of, [registered manager] has arranged essential food shopping for a client using the agency’s money because they were concerned nutritional needs were not being met.” The registered manager liaised with other professionals to highlight concerns they identified when people did not have enough resources or money to stay safe.

People were treated as individuals in a way that went beyond the commissioned packages of care. The agency promoted people’s wellbeing and looked for signs of isolation and loneliness. They encouraged people to access other services and make links with places of worship and local communities. One relative explained, “I like the fact that they talk to [person]. [They are] a bit isolated.” A professional told us how the registered manager had identified a person was lonely when this person had made calls to the office several times a day. The registered manager contacted a local charity and arranged for a volunteer to call the person for an hour each day to give them some company and an opportunity to talk to someone.

People were exceptionally happy when staff organised for them to have birthday celebrations and to celebrate special events. The provider funded birthday presents and cards. A person told the registered manager this gesture had been so important because it was the only card they had received. The agency provided a Christmas meal for any person who was alone at Christmas which made them feel valued and respected.

People’s personal preferences, including requests for gender specific care workers and care workers from the same culture/with the same language were recorded and always respected in the care provided. A relative commented, “The service is really good. [Person] is very comfortable with them, and they speak in [person’s first language]. [They] like to talk to the carers, and they will sit and chat.” Care plans included detailed personal histories and information to help staff get to know the person.

Staff spoke positively about the people they cared for and supported. They knew them well and liked them. Their comments included, “I support my clients by checking on their social needs and talking to them when they feel lonely”, “I have nice communication with the service users and try to make them happy”. “I sit and watch football with 1 service user because they like this. We speak about football. [They were] really happy and thanked me for spending time doing that” and “The family could not take 1 client to [their place of worship] so I took them.”

The provider encouraged and supported people to make choices. They provided people using the service and their relatives with a wide range of information about their rights and how to make informed choices about their care. They helped represent people in discussions with other professionals and made sure people’s views were represented. Staff went above and beyond to support people with their social needs, to develop and maintain relationships and be part of the local community. Some people were unable to leave their homes due to their needs. During a religious festival, the registered manager arranged for a religious leader to visit people at home to pray with them and help them celebrate.

People using the service and their relatives told us staff offered them choices. A relative commented, “Quest Recovery Services are good. They always give [person] choices, I don’t want [person] to feel we are making decisions for [them]. The staff know this and always ask [person] so they provide the care [person] chooses.”

Staff supported people with their mobility and independence. People and their relatives confirmed this, and their comments included, “They walk [person] down the garden path. The staff know what is important” and “Following a stay in hospital, [person] could not move properly. The staff have [them] marching on the spot. Helping [them] with exercises to get mobile again.”

People received exceptional support which enabled them to regain their independence and maintain choice and control over aspects of their day to day living. A person told us how the support from staff at the agency had made a difference in their lives they could not have imagined. They said, “[Care worker] is an absolute angel, [they] made me walk again. [Care worker] showed patience and tenacity, gave me time and encouraged me. The hospital said I would never walk again, and I wasn’t allowed to get out of bed there. Now I can wash and change myself, thanks to [care worker].”

Relatives told us that staff were enthusiastic and helped to motivate people to do more. They explained how staff supported some people with cooking skills and helped to build their confidence. A person using the service explained, “[Care worker] and I make food together and [they] have encouraged me to be independent.” Staff told us they enjoyed this part of their work. Their comments included, “I help people to remain as independent as possible”, “I support the more independent clients with tasks such as cleaning and cooking” and “We talk with the clients about budgeting skills, wellbeing and relationships.”

Staff provided care beyond what was expected to ensure people’s immediate needs were met. They monitored people closely and anticipated when they needed additional care and support. They were quick to make referrals to other services and followed these up with external professionals to make sure support was being addressed. They provided support for people whose physical and mental health had declined and to mitigate identified risks in their home environments. For example, they identified 1 person had no proper bedding, towels or toiletries and there was no heating in their home. The registered manager purchased these items for them and topped up the electricity meter because the person could not afford this. They shared concerns about people’s financial stability with commissioners and other professionals to ensure they received the input and support they needed.

People and their relatives told us staff were vigilant and identified changes in their condition swiftly. A person explained. “I had an infection. The staff picked this up and made sure I got the treatment I needed. They kept checking on me and made sure I got better.” Comments from relatives included, “Only this morning, staff noticed a mark on [person’s] skin. They spot things early and always report them to get help and so we can get the problem sorted” and “The carer saw something was wrong with [person]. [They were] feeling low. The carer made sure [person] was seen by a doctor and they called me straight away. It turned out [person] had low blood pressure.”

The provider had systems to support staff wellbeing and enablement. They worked in partnership with an external provider so that staff could access a free counselling service. They supported staff with personal needs, including childcare responsibilities. For example, they supported a staff member returning to work after a period of maternity leave to source a suitable registered child minder. The provider gave staff paid time off following the death of people who they were caring for. The registered manager explained they recognised this loss and bereavement was significant for the staff who had close relationships with people. They said, “We are a community, and we share our emotions.”

Staff explained they felt well supported. They had regular individual and team meetings with the management team to discuss their work and wellbeing. Their comments included, “There is always a manager or senior staff to talk to and all issues are taken seriously”, “The office staff call us to check in with us”, “This is a supportive workplace where teamwork is valued” and “This is the best team I have ever worked in.”