Everyday Recruitment Agency

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.

People and relatives spoke positively about staff and how they were caring, kind and respectful. Comment included, “They are very caring and very nice people”, and “I get on with them well”. A staff member said, “I am very focused on clients, I want to make them happy.” A professional echoed this and stated, “As a professional I have been treated with kindness and respect each time I have contacted the office or met with carers / management team in the community.”

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 were supported by staff who knew them well. Both people and their relatives spoke about staff who treated them as individuals. The registered manager spoke of how people’s individual strengths and abilities are documented in their care plans. People spoke highly of how they had regular staff which they could build a rapport with which enabled them to feel seen and respected. Care plans contained details about people’s preferences and how they liked their support to be delivered. For example, the registered manager spoke of “carer matching”, and if there was a member of staff who spoke the person’s first language then they would be matched together.

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 involved in planning their care and were supported to maintain choice and control throughout any care they received. Staff encouraged people to remain as independent as possible and prompted people to do what they could for themselves. For example; a staff member told us, “If I go there, I asked them first if they want to do it themselves, if they want me to leave the room and give them privacy first. I close the door and wait outside. When preparing food, I ask if they want to do it themselves and I only help if needed. The registered manager said, “We encourage independency as much as possible. We do not believe in taking anything away from anybody.” The registered manager gave examples of supporting people to access the community to go for coffee lunches which improved people’s independence and wellbeing.

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 spoke of confidence in staff to spot if they had changing needs and take action to ensure their wellbeing. People spoke of carers being understanding of their individual needs and can pre-empt the person’s needs due to knowing them well. People spoke highly of staff supporting them to attend GP appointments when needed. People’s care plans contained details of who should be contacted in case of emergencies. Relatives told us, “If I have any problems, I can call them up and they will sort it.”

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

The management team were supportive, and staff were given regular opportunities to develop their skills. The registered manager told us, “We have an open-door policy, and staff can come and speak to us anytime.” Staff told us that they felt listened to and respected in their roles. Regular spot checks were undertaken by the office team to ensure any issues could be quickly addressed. A staff member said, “They (office) give us feedback, which is a good thing. I am treated well at work. There is enough time between visits and breaks.”

The registered manager told us they have supported their staff with their personal lives also, from housing concerns to safeguarding their own staff from abuse. Several staff have worked with the service for over 10 years which has had a positive impact on people due to consistency of care.