Personalized 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 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 70 (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 treated colleagues from other organisations with kindness and respect.

Professionals told us the staff supporting people provided a kind and compassionate approach to care. One professional told us, “The carers that attend daily are very patient and understanding with this [person using the service].”

Most people we spoke with felt the care staff displayed kindness, empathy and compassion towards them. One person told us, “They [staff] are very well mannered.” A relative told us, “They have picked people with a caring nature.” While another relative told us, “We are paying for them [staff] to sit and pass time.” We provided feedback to the service regarding any concerns about staff presentation. The service advised us how they planned to make improvements in this area.

The service did not always treat people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care plans were tailored to meet people’s individual needs, likes and preferences. However, these lacked important information, such as, when someone has a specified diet such as halal or diabetic. Professionals we spoke with provided positive feedback for the service regarding how they treat people as individuals. One professional told us, “The carers went above and beyond to support this [person using the service], for example, they [staff] offered to go and get them fish and chips on a Friday, as this was something they missed and were unable to leave the house.”

People told us their care was individualised to them. One person told us, “I know them [staff] well.” One relative told us, “I know all the girls [staff], (I asked not to have males).”

The service has told us how they planned to improve the specific information in care plans.

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

People’s care plans evidenced how people were supported to maintain independence and control as far as possible when being supported by the service. For example, where people could complete certain aspects of care, they were encouraged to do so. Most people told us they were supported to improve their independence. One relative told us, “Staff are kind, helpful and don’t belittle [my relative].”

The service 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.

There were robust systems and processes in place to support with the immediate response to people’s care needs. Call monitoring documentation showed people were supported at the appropriate times and duration. Leaders completed call monitoring audits to identify any emerging themes or trends. People had been contacted when there was a possible delay in carers arriving. There was also an on-call system in place, and any calls which occurred in this time were documented. People told us their immediate needs were met well by the service. One relative told us, “[Staff] are always on time.”

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

There were relevant policies in place to support staff wellbeing initiatives and signposting information was available to support staff. Staff were provided with regular and appropriate training they may require to support with people with a specific need, for example, epilepsy. Staff told us they were well supported in the service. One staff member told us, “If we have any problems in our lives, the service always supports us.”