Aurora 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. This key question was previously rated good and remains good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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. People consistently told us that staff were patient, attentive and caring. Calls were never rushed and staff ensured people were content on leaving. One person said, “They’re all lovely. I couldn’t fault them.” Another said, “Yes, they’re very nice the [staff] that come in. They do respect your privacy.”

Relatives described staff as friendly and reassuring, and people felt comfortable receiving support. Staff maintained calm, respectful interactions. This had contributed to people feeling at ease and, in one case, notably less anxious and able to engage more socially.

The provider always supported people as individuals and took account of their preferences when delivering care, although this was not always well documented. People and relatives told us they were involved in care planning and reviews at the start, and staff responded to requests such as gender preferences for personal care. One person explained, “I asked if I could just have females. They have done that.” Whilst care records were often lacking, care delivery was in line with what people expected from their carers. Staff demonstrated a commitment to tailoring care and adapting routines to meet people’s wishes.

The provider always promoted independence and choice in day-to-day care. People said staff encouraged them to do what they could for themselves and respected their decisions, such as whether and when to have meals or showers. One person told us, “It’s my decision. If I’m not hungry I’ll say.”

Staff worked flexibly to accommodate appointment times and preferences, and relatives confirmed that enablement support was offered as planned. A person said, “I like to see the same carer, and they do everything to make sure that can happen.” Care records lacked detail about what mattered most to people, such as aspirations and what a good day looks like, which limited opportunities for fully person-centred planning. Staff mitigated this gap by forming positive bonds and building rapport with people.

The provider responded promptly to people’s needs and acted in emergencies and when things happened unexpectedly. People described staff contacting GPs and calling ambulances when required, and staying until help arrived. One relative said, “They have waited when it’s been late at night.” Staff adjusted visit times when people had appointments and used the electronic system to monitor calls and raise alerts. While daily notes varied in quality and some care plans lacked detail, people told us they felt reassured that staff would respond if something went wrong. People gave generally positive feedback about the support staff offered, for instance one relative said, “They go into the kitchen and make her meals and cups of tea. They cook her a proper meal – fruit and veg and meat.”

The provider supported staff wellbeing and development, although some improvements were needed. Staff had access to online training and shadowing, and supervisors carried out spot checks and supervisions. People and relatives praised staff morale and commitment, saying, “They’re really nice to her… They seem to keep hold of their staff.” Some staff felt travel time could be planned better, as they sometimes had to rush between calls.

Staff meetings and check-ins were in place, and the culture was described as open and approachable by staff we spoke with. One staff member told us, “They’re very flexible with me and the office is always there for support.” However, gaps remained in face-to-face training and formal feedback processes, which the provider told us they would address through planned improvements.