MiHomecare Kensington and Chelsea

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People were encouraged, and supported by staff to be as independent as possible, and do things for themselves, as much as they wished, and could manage. Staff prioritised supporting them to have choice, control, and make decisions about how their support was provided, and have the best quality of life. This promoted their independence, confidence, and promoted minimising social isolation. People and their relatives told us staff provided care and support in a friendly way, paying attention to small details that made all the difference. Staff acknowledged people’s rights to privacy, dignity and confidentiality, and people said they felt respected. People said staff cared about them, were compassionate, enthusiastic about the work they did, and people they cared for, and supported

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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People and their relatives confirmed that they were supported, to make decisions about their care and support from the outset. They were also encouraged and supported to retain their independence by continuing to make choices about how they conducted their lives. A person using the service said, “Absolutely delighted, whoever trained them, [Staff] deserve great credit. They always help me choose what I want to do, and then support me to do it” A relative told us, “In the main, the carers are lovely, there to help [Person using the service] to decide things, and retain their independence."

The registered manager, and management team told us they worked hard to support people to retain their independence by involving them in decision-making, and avoiding social isolation by sign posting them to activities, and organisations within the local community to maintain, and promote relationships and networks. This was made easier by staff working in localised patches where possible in locations near to where they lived so they were part of, and had knowledge of what was going on in the local community. A staff member said, “I live very close to the people I support, and have known some of them since I was a little girl.”

There were processes and systems to support people to have choice, control over, and make decisions about their care, treatment, and wellbeing. They were supported to understand their rights by using different communication techniques, and languages, if required and their understanding was regularly reviewed. The systems enabled people to maintain important relationships, and networks including friends, family and access to activities and the local community to promote and support their independence, health, and wellbeing.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.