Dudley MBC Home 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 provider always treated people with kindness, empathy and compassion and respected their privacy and dignity.

People and relatives told us staff provided kind and compassionate support. One person told us, “I’m treated with kindness. They do everything that I need, and I’m really satisfied with everything”. While a relative said, “The carers are really friendly, and so kind. They have conversations with [my relative] and talk about their own families.”

Staff explained, “We have learned to develop positive relationships with people quickly. We do this based on developing trust and a positive rapport with them.”

Leaders told us, and records supported, how staff supervisions, team meetings and training were designed to ensure staff were clear on the importance of people being treated with kindness and respect.

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences.

Care plans and risk assessments did not always reflect people’s individual needs and preferences. For example, people’s records failed to make accurate reference to some people’s individual health needs and how they wanted these to be met by staff. This meant people were at risk of their individual needs not always being consistently understood by staff.

People were consulted about their care arrangements, and people and relatives told us staff treated them as individuals and made sure people’s care, support and treatment aligned with their needs and preferences, which took account of people’s strengths and abilities.

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 told us they were involved in the care planning process, both when people moved to the service and on a regular ongoing basis. The provider sought people’s and relatives’ views from regular satisfaction surveys.

People’s care records showed how people were encouraged and supported to have choice and control over their lives. This was supported by feedback from people and relatives. One relative told us, “My [relative’s] independence is promoted. I like that they [staff] give them agency.”

Where people were unable to make decisions for themselves, staff got to know people well and were able to present informed choices to support people in making those decisions.

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.

People received support at agreed times and people’s needs were responded to promptly by staff. For example, people who required support with their personal care needs were appropriately supported in a timely manner.

People were supported by a consistent care team, which staff and relatives told us enabled them to get to know and understand the needs of the people they supported.

While staff had not always received training which was relevant to some people’s needs, staff feedback demonstrated an understanding of how they recognised and responded promptly to people's needs, including those with physical health needs.

The provider cared about and promoted the wellbeing of their staff.

Staff spoke positively about the provider, telling us they were approachable, available and supportive should they ever require assistance. One staff member told us, “I couldn’t praise the seniors, supervisors and managers anymore; they’re really great.” While another staff member said, “We’re lucky; it’s a great place to work.”

The provider described how they demonstrated an appreciation of the work staff undertook by ensuring they could be contacted by staff at all times, and by supporting staff to have a positive work-life balance. This contributed to a culture in which most staff felt respected and valued.