Poole Home Care Limited Also known as Poole Home Care

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.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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People told us staff treated them with dignity and respect. We received positive comments from people and their relatives. A person said, “I get on with all my care staff, they are all very kind. I am happy with those who visit me, they come in smiling and willing to help, they know what I need and how to help me. They do extra little jobs if I need them to.” A relative agreed and said, “I have one word- excellent. The care staff are so kind to my loved one and have the most patience and their attitude towards [person] is very understanding and empathetic, they offer comfort and reassurance but also make [person] laugh and smile.” Staff had received training on dignity and respect and knew the importance of treating people with kindness and compassion. A staff member said, “I always try to treat people how I would want somebody to treat a member of my own family. I listen to them, speak to them respectfully, protect their privacy and explain what I am doing. I also remember that I am entering their home, so I respect their belongings, routines and the way they like things to be done.”

The service 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 told us they were treated as individuals. Staff knew people well. Care plans included detailed information about people’s preferences and how they wished to be supported. A person said, “The staff are all very nice and they chat away to me, and they involve me and make me feel relaxed and comfortable. They never rush me and let me do things in my own time, they understand my limitations and adapt accordingly.” Staff gave examples of adapting their approach depending on the person, including how they communicated and provided support. A staff member told us, “It is important to remember that every person is an individual and their care should be based around their own needs, wishes and preferences rather than doing everything the same way for everyone.”

The service 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 control over their lives. They were involved in decisions about their support, and when appropriate, relatives and healthcare professionals were included, with their views listened to and respected. Staff told us they provided encouragement and support without taking over. One person said, “The staff will help me if I need it and they understand I can do things for myself and they don’t take over, they work with me.” A relative told us, “They do listen to loved one’s wishes and make sure things are done the way we need to be. If routines are changed this has a significant impact on us. Despite needing things done in a routine way they also ensure my loved one remains involved and give them choices.”

The service 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 control over their lives. They were involved in decisions about their support, and when appropriate, relatives and healthcare professionals were included, with their views listened to and respected. Staff told us they provided encouragement and support without taking over. One person said, “The staff will help me if I need it and they understand I can do things for myself and they don’t take over, they work with me.” A relative told us, “They do listen to loved one’s wishes and make sure things are done the way we need to be. If routines are changed this has a significant impact on us. Despite needing things done in a routine way they also ensure my loved one remains involved and give them choices.”

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff were supported by the service. This had enabled them to provide care to people in a safe way, through robust policies and procedures. Staff were passionate about their roles and felt they were part of a team. Staff told us they felt appreciated. A staff member said, “I feel supported, management will do anything to help you.” Where needed additional adjustments had been made to support staff and reduce barriers.