Your Quality Care Services Limited (East Grinstead)

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 service 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 service treated people with kindness, empathy and compassion and respected their privacy and dignity.

Staff confirmed they respected and upheld people’s dignity. A staff member said, “I always treat people with dignity and respect, explain what I am doing, seek their consent where possible, follow their care plan and the company's policies, and report any concerns to my [registered] manager.”

People and relatives told us staff were kind and caring. One relative said, “I believe that staff do treat [person] with respect and empathy. They have funds of patience and are quick to reassure [person] when they become agitated.” Another relative told us, “[Staff] understand how to keep [person] well.”

Staff were spot checked. The process included ensuring people were supported with dignity and given choice.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

Staff told us they supported people with their religious needs. For example, supporting a person to get ready for church.

Staff knew people well and people were seen by small teams of consistent staff members.

Staff confirmed they treated people as individuals and provided them with as much choice as possible to ensure care was personalised. A staff member said, “As far as supporting day to day choices on my shift it’s a choice of what they would like to eat/ drink. What would they like to watch on TV or are they happy to read etc.”

A relative told us, “The whole care package is aimed at keeping [person] independent.”

The service promoted people’s independence.

People were supported to maintain relationships and networks that were important to them. People were supported to remain as independent as possible.

One staff member said, “I support people to maintain contact with family and friends where this is part of their care plan, for example helping them prepare for visits.” Another staff member said, “To maintain independence I would offer choices, I would assess [people’s] capabilities, if they are able to dress themselves for example I would encourage them to do it. I will always encourage a client to wash themselves and only assist when they are unable to.”

When required people had access to suitable equipment that met their needs.

The service listened to people’s needs, views and wishes.

Relatives confirmed they were contacted if their family member’s health had deteriorated and they needed a health care visit.

The provider had a 24-hours a day on call service which people could use in case of an emergency.

Staff told us they were aware of people’s needs and knew how to support them. A staff member said, “I support people according to their individual care plans, respect their preferences and routines, listen to their wishes, and encourage them to be involved in decisions about their care.”

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

Staff confirmed they felt the management cared about their health and wellbeing. Staff told us reasonable adjustments were made for them when required.

Comments included, “[The registered manager] has been extremely supportive and understanding”, “Little things like sending emails to say there’s water in the fridge and ice lollies etc whilst the weather has been so hot”, and “I know [the management team] and they are approachable they listen and support.”

The registered manager told us they had an open-door policy and ensured they checked on staff regularly. The provider organised gifts for staff during major holidays and their birthdays.