Apollo Home Healthcare Limited-Merseyside

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, kindness and compassion. People’s care plans included information for staff about people's choices and preferences. A member of staff explained, “I try to involve [people] in decisions about their care, listen to their preferences and promote their confidence and self-esteem.”

People told us they were well looked after, “I am well looked after – I love the staff.” Family members also spoke positively about how staff treated their loved one. One told us, “Staff are very caring and compassionate and provide dignified care.”

An external health professional commented, “[The service] have helped support a number of my patients with great care.”

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.

Comments from staff included, “I treat [people] as an individual and take my time to understand their unique needs, abilities and preferences” and “I tailor care to each individual’s needs and values.”

People were empowered to direct their care wherever possible and people’s family members described how staff knew them well and treated them in a person-centred way. One family member told us, “Staff are very engaging with [Name] and there is always laughter and banter! [Name] absolutely loves the staff!”

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

The provider demonstrated a strong commitment to the empowerment and independence of people, which led to noticeable improvements in people’s wellbeing, confidence and overall quality of life. A staff member explained, “I help [people] maintain their independence by encouraging them to do as much as they can for themselves while providing support only when needed.”

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.

It was evident the provider understood and responded positively to meet people’s changing needs. A family member explained how staff were quick to notice any changes in their loved one, “Staff are very good at noticing any changes in [Name] and are quick to seek further help if needed.”

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

Staff told us they felt valued, listened to, well supported and respected in their roles. There was a culture of openness and collaboration. Staff described leaders as approachable, supportive and committed to delivering high-quality care.

The provider had several practices in place to aid with staff development and to help ensure staff felt valued and appreciated. For example, people were able to nominate staff for an award, prizes included weekend breaks away.

The provider was keen to develop and retain staff and had a variety of career development options. The registered manager explained, “We have seen carers go to nurses here and into leadership programmes.”

Staff were also encouraged to share ideas, raise concerns and contribute to service development at every opportunity.