Mercy & Clara Healthcare Ltd

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 newly registered home care service. 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 felt staff knew and understood them, including their preferences, wishes and personal histories We saw some good interactions between staff, people, and their relatives. Feedback was very positive, with people praising the kind and caring attitudes of both the managers and care staff, who treated everyone with respect.

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. Staff had worked with the person for a long time and knew them well and how they liked to be supported. Records showed staff worked with people and their families to ensure their needs and preferences were met.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People and their relatives had positive experiences in how the staff team supported them to maintain relationships and friendships that were important to them, which had a positive impact on their wellbeing. A relative said, “We are here often to visit [name] so we see the carers often. If there are any issues that need clarifying, they always ask us for our input.” Some daily care records showed staff supported people, sometimes with the help of relatives, and worked collaboratively to ensure the person’s needs were met.

The provider listened to and understood people’s needs, views and wishes. Although the provider did not have systems in place to analyse any themes and trends when people experienced distress, however, records showed staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People and their relatives told us they were able to contact the registered manager when they needed to do so.

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 and supported by the management team. They commented they were encouraged to voice their opinions, ideas and suggestions. They provided positive feedback about their experience of working at the service. They all said the provider and registered manager were supportive. Their comments included, “We are a small team, we work like a family, and we support each other.”