St Elizabeth's Domiciliary Care 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 inspection we rated this key question good. At this inspection 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.

People consistently described staff as kind, respectful, and supportive. Staff took time to get to know each person and understand what mattered to them. We observed staff interacting with people in a dignified way.

People and relatives both described that the staff who supported them were kind. A person said, “I like staff.” A relative said, “The care is incredibly. We are exceptionally lucky, [relative] lives with someone they get on with. We see the manager, the staff are great. One staff member has such a special relationship. We feel [relative] is safe.”

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 took time to build meaningful relationships and showed genuine interest in people’s wellbeing. One person told us, “The staff help to shop till I drop, I am on top of the world.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff celebrated people’s achievements and supported them to build confidence and self-esteem. We saw staff promoted people’s independence, so people knew their rights and had choice and control over their own wellbeing. For example, one person was unable to walk when they started supporting the person. The staff in conjunction with professionals got the appropriate equipment so the person was able to build their confidence and then start walking. We could see that this meant a lot to the individual.

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 encouraged to express their views and were involved in decisions about their care and daily routines. People were involved in discussions about their care. The provider also ensured that people were always informed of what they were doing to ensure they heard and improved feedback from people.

Where people requested support, we observed staff being responsive in supporting the person.

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

The staff acknowledged that morale in the team fluctuated, however they did feel supported by their team and the leaders and could share their thoughts. One staff member said, “Staff team is good. I genuinely feel where I am now morale is really good.” Another staff member said, “Team morale it was hard in the beginning, it always takes a while to get to know each other, trust each other, it is nice. We have a good manager.”