New Vision Care Services

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 inspection we rated this key question requires improvement. At this inspection the rating has changed to 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.

Staff at the service 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 relatives were very positive about the caring nature of the organisation and staff. Their comments included, “Staff are lovely and amazing to me”, “[Name] loves the staff” and “The staff are friendly, caring and helpful. On a personal level they are really nice and really friendly.”

Staff 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 had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs. People and their relatives told us staff took time to speak with people during care visits and communicated effectively. Their comments included, “Staff sit with me and chat” and “[Name] absolutely loves the staff, they are very caring. They chat away and [Name] really likes their company.”

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. A person commented, “When staff came out to do the assessment, I explained that my preference was not to have the same carers all of the time, I like to chat to different people.” Staff supported people to remain as independent as possible. People’s care plans provided guidance that detailed the support staff needed to provide and what the person could do themselves to help complete the task and maintain their independence.

Staff 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 supported by staff that were familiar to them which enabled staff to anticipate and meet people’s needs quickly and in ways that reduced and mitigated people’s discomfort and distress. A staff member commented, “I stay calm and listen to the person, trying to understand why they are upset. I follow their care plan and, if needed, ask the office or other professionals for advice or support.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff provided very positive feedback about their experience of working at the service. Their comments included, “Rosters are done a month in advance and the days staff need off is always taken into account”, “The coordinators are amazing, they are very supportive and help make the work easier, they take our concerns seriously, address issues appropriately and listen to us” and “The job has a supportive team and positive working environment.”