Care Quality Services Shrewsbury

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.

This is the first assessment for this service after registering with a new provider. This key question has been rated 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 their relatives were positive about the staff team. One person said, “I feel the carers have a good personality and are very caring towards me. They talk to me a lot and keep me alert and sometimes we have a laugh. They are like friends to me.” A relative told us, “We have used the service for 9 months with no negativity. The carers are really brilliant in regards to personality. We’ve got to know them well like an extended family. We just look forward to them coming and seeing them smiling. They lift up the day and make the caring job a very pleasant experience. Yesterday, the carers came in singing a song and very well I may say! These little things really make a difference.” The service had received numerous compliments about the care provided. Comments included, “I just want to say thank you for the care [relative] has received so far. The whole care team seems amazing and makes [relative] happy so please say thanks to them from me, and I really do appreciate the things you've helped [relative] with.” And, “All the carers are amazing, and we don't know what we would do without them. The service is outstanding and you go above and beyond to help us out.”
 

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 received care and support that was personal to them. People’s individual needs and preferences were understood by staff and detailed in their individual care plans. Staff demonstrated their understanding of the importance of treating people as individuals. Care plans included any relevant personal, communication, cultural, social or religious needs, which might be important for care staff to understand when providing care and support.
 

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

People told us they received care and support which met their needs and preferences. One person told us, “They understand me as a person and that reinforces how they care for me.” People’s care plans detailed the amount of support they required and guided staff about how to support people to be as independent as they could be. A member of staff said, “The care plans give me all the information I need. I also ask people what they would like and encourage them to make their own choices. I respect their routines, preferences and independence.”
 

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.

Staff responded promptly to any changes in a person’s health or well-being. One person said, “I’m very satisfied with the care I’m getting. I feel very safe when the carers are about. I’m epileptic and the carers understand my needs.” Another person told us, “The carers have an excellent personality and are very caring to detail. The carers also understand me mentally too and my changing moods and they manage me well”. A member of staff said, “If I have concerns regarding people’s health and well-being I would take the concerns seriously and observe changes their behaviour and record them in their care plan and immediately inform my branch manager. In an emergency I should stay calm, give first aid where appropriate and call on 999 and inform the office.”
 

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

Staff were positive about the support provided by the management team and enjoyed working at the service. A staff member said, “I am treated fairly at work I can feel that I can raise concerns and ask for support anytime.” Another told us, “I am supported in my job role and am able to provide the right care and support. I feel my clients receive safe, compassionate and caring support that is required for their individual needs.” The provider operated an “employee of the month” award where a staff’s performance was acknowledged and rewarded.