Sylvan Home Care Services - Bromborough Branch

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 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 treated people with kindness, empathy and compassion. However, we did receive some feedback where people’s personal information was discussed with people not relevant to that persons care and therefore not respecting people’s privacy and dignity. We discussed this with the provider, and they told us they would take immediate action. Feedback from people that used the service, and their loved ones was mostly positive. Comments included, “I am so pleased with them. Made my life easier” and “I can tell they know what they’re doing as I observe them giving care” and “Carers respect Mum and her dementia and encourage her to eat and drink. They cajole her and now she is eating and putting on weight. They asked me if it was ok for them to do it.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People’s assessments, care plans and risk assessments were person-centred. They included information about people’s histories, abilities and how and when they wished to be supported. People and their loved ones confirmed staff made sure they knew about them and what was essential about their support. One relative said, “as good as it gets.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff were positive in empowering people to be as independent as possible and celebrated this. People and their loved ones told us staff listened to them which empowered them to have control over their lives. One persons loved one told us, “Carers understand what his needs are. They also support me and ask me if I am ok or if I need anything. They will do anything I ask.”

The provider 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 and their loved ones told us staff were responsive to any changes in people’s care. Comments included, “Carers are confident and certainly know what to do”, and “The care is great for her. I couldn’t function without them.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff members we spoke with told us they felt valued, respected and supported within their roles. A staff member said, “If I have any worries and speak to [manager] and [care coordinator] and they are lovely.”