Precious Homes Black Country Community 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. This is the first assessment for this 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.

Relatives told us their loved one was treated with kindness and compassion. We observed staff interacting with people in a very kind and respectful manner. It was apparent people knew staff well and responded positively with them. A member of staff said, “I believe people receive safe, compassionate care.” Another member of staff told us, “I treat each individual with dignity and respect, listen to their wishes and involve them in their decisions. I have seen how many acts of kindness and consistency can build trust and improve the quality of life.”

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

Staff were aware of the procedures for reporting and responding to any incidents. There were systems in place to analyse and identify any trends relating to accidents and incidents. Any learning from incidents were shared with staff during team meetings, debriefs, one to ones, handovers, and through supervision sessions. A member of staff said, “I have reported incidents such as minor falls or behavioural episodes. I followed the company’s incident reporting procedure and completed the necessary documentation. Lessons learned are shared in team meetings, handovers, or through email updates. We review changes in care plans to reflect updated strategies.” Relatives confirmed they were informed of any incidents regarding their loved one.

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

Staff supported people to be as independent as possible and to participate and enjoy the things they wanted to do. A relative told us, “[Relative] could go out more, but this is gradually improving, and I’m happy with the direction it’s taking.” People were involved in planning goals they wanted to achieve and care plans detailed the achievements they had made. For example, one person achieved their goal of becoming more mobile and getting a job. People’s successes were celebrated at award events. People were provided with opportunities to engage in community events with their family and friends arranged by the service such as regular brunch events and bar-be-ques.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs and acted to minimise any discomfort, concern or distress.

Staff knew people well and understood how they communicated making it easier for them to address people’s immediate needs. Each person had a hospital passport which included information about their needs and preferences and how they communicated. This important information would assist healthcare professionals if, for example, the person was admitted to hospital.

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

Staff were positive about the support they received. A member of staff told us, “I feel supported in my role. I have regular supervisions, and I attend team meetings and have access to my manager for guidance and advice. I am encouraged to raise any concerns and share ideas, and I am given the tools, resources and training to support the service users effectively.”