All For You Home Care 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 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Most people and relatives told us staff were kind, caring and respectful. One person’s relative told us, “All of the carers are very kind and so respectful towards her.” Another person’s relative told us, “The staff are all very respectful, kind and they maintain [person’s] dignity at all times.”

Training records showed staff undertook training in dignity and in equality and diversity. Clear policies provided direction on upholding people’s dignity and always safeguarding their privacy.

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

We were provided with mixed feedback by people and relatives regarding staff being knowledgeable of people’s needs. Some relatives provided us with positive feedback. For example, one person’s relative told us, “[Person] is unable to do anything for herself, and she has no real speech, however, the carers seem to know exactly how to do what is best for her.” However, another relative told us, “The carers are all very nice people, but they don’t know anything about [person].” A further relative said, “There have been some issues with cultural differences especially when giving her food if my dad isn’t there. For example, one carer put a ham sandwich to heat up in the microwave.” We raised this with the registered manager, who told us they are going to review their processes for handling complaints and concerns.

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

People and where appropriate their relatives were involved in their planning, and their care information recorded their individual preferences. People’s care records described in detail, what staff needed to do at each care call.

Staff understood maintaining independence and supporting people to do what they could was vital to put people in control.A member of staff told us, “I promote clients’ independence by encouraging them to complete tasks they are able to do themselves, providing guidance when needed, and supporting them to make choices about their daily activities. This helps them develop skills and confidence in managing aspects of their own lives.”

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.

Staff knew people well, including the signs, triggers and other factors which might cause them to become anxious or distressed. They promptly reported any concerns to senior staff to ensure appropriate and timely support could be put in place. The provider had a system in place to record all communication with health and social care professionals, ensuring information was kept centrally and was accessible to staff.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff spoke positively about the management team and told us they felt valued and supported in their roles. A member of staff told us, “I do feel supported by the management team and generally treated fairly. Communication is clear, and I feel comfortable raising any concerns when needed.”

Staff were consistently given the chance to share their views, discuss any issues, and propose improvements to the service through supervision and staff meetings.