Apollo Home Healthcare Limited-North West

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.
Staff treated people with respect and consideration. Care was delivered in a way that protected people’s dignity, ensuring their privacy was respected. A family member told us, “They respect (name) privacy and dignity. They always shut the door before changing (their) clothes.” Another family said, “They were respectful and always asked for permission before doing anything, rather than just doing.”
Everyone we spoke to confirmed that they, or their family member was treated with kindness and staff provided care which reflected their needs. One relative said, “They are definitely kind and caring.”
 

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.
Staff treated people as individuals and provided care which was tailored to each person’s individual emotional and clinical needs. Care plans were created with the person or their family if appropriate to ensure all their preferences and needs were captured. People’s needs were comprehensively discussed with them or their families and reviewed regularly to ensure all aspects of support were covered, which was imperative due to the complex needs of the people supported. One family member told us, “The care plan was updated all the time and I was always involved.”
Staff were trained specifically for each package ensuring the clinical skills were specific to each person. A healthcare professional who works with Apollo Home Healthcare told us, “Children and young people are treated as individuals, with their preferences, routines, and personalities central to care.”
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
People were supported to have choice and control over their own care where possible. Children were supported to attend school and older people were supported to attend events that were important to them. Care plans were followed which ensured the right support was offered and equipment was used to promote independence.
 

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.
People were supported by staff who knew them well and responded promptly to people’s needs. A lot of people supported by the service could not communicate verbally to express a particular need, however staff were aware of other indicators that may signify when help and support was required. One staff member explained, “Their behaviour/body language may change as a way of coping with the pain. Their heart rate may become increased, and their oxygen saturation decreased. Their skin may become clammy, sweaty and they may start to twitch. I would also look for any changes in their skin colour.”
 

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.
Staff said they felt supported and were happy in their roles. They received the necessary training and competencies to ensure they were confident in different clinical procedures. The involvement and oversight of nurses on each care package provided valuable support for the care staff who could contact them for advice at any time.
Staff were trained in complex clinical procedures with the appropriate support, providing them with wide ranging, valuable skills and experience. In addition, the service had a leadership programme which provided the opportunity for staff to progress and develop valuable skills. One staff member gave the following feedback; “The leadership programme has been incredibly valuable in shaping how I approach different situations both at work and in my personal life. It has given me a more positive and strategic perspective when handling challenges and opportunities.”