Advance Healthcare (Pine Court)

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 under the previous provider, 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 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 told us staff were kind, caring, very respectful and nothing was a trouble to any of them. One person told us, “I am 100% happy with the staff. They are so kind and caring.” A relative told us, “[Person’s name] care is absolutely fantastic; they are so well looked after by really caring and concerned staff.” Staff told us they had time to get to know people and spoke about people in a caring and respectful way. One staff member told us, “We build trust and people talk to us about what they want doing, and we learn their routines and preferences for things like meals and how they like things to be done.” The provider sought feedback from people and their relatives about the support people received on a regular basis and the results from these surveys showed positive feedback from people. Partners also commented on the staff’s approach saying the staff were extremely caring, they listened to people and treated them with dignity and 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 and protected characteristics. People told us they were supported to make their own decisions and were treated as individuals. One relative said, “[Person’s name] has 4-5 visits per day, they are never rushed. The staff are very interested in [person’s name] as a person, and they ensure that whatever needs doing is done for them.” Staff could give examples of how people made choices about their care and support including being able to choose what time their calls took place and what support they needed during the call. The provider had systems in place to check staff were supporting people effectively. Analysis from a recent customer survey found 100% of people responding felt supported and in control of their care.

The provider promoted people’s independence, so people knew their rights and had choiceand control over their own care, treatment and wellbeing. People and their relatives told us staff supported people to maintain their independence and tailored the support people received. One relative told us, “The staff encourage [person’s name] to do as much as they can for themselves, some days they need more help and because they have regular staff, they are able to know how they are each day.” Staff told us they supported people to remain independent, working with them to do the things they could not manage themselves. The provider told us people were engaged in making their own decisions and choices and this was documented in peoples care plans. Care plans included information for staff on the level of support people needed and what choices they could make for themselves for example with choosing their clothing and personal care.

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 told us systems were in place to summon help if they needed with the use of a pendant alarm worn by the person. Staff told us there were always staff available to support promptly if a pendant was activated. The registered manager confirmed they had sufficient staff on site to provide support if people needed something and all call bells activated were responded to by staff on site.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. The registered manager told us they had engagement calls with staff every 6 weeks and a provider level application which staff could have on their phone as a social network across the business which included access to support with money management, discounts, offers and counselling. Staff we spoke with were aware of the application and its benefits and told us they felt well supported by the provider. One staff member said, “The leadership team are very supportive, and they always thank you for the work you do.”