Optimam Complex Care

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 registered 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Relatives gave positive feedback about staff. They told us staff were kind, caring and attentive to children’s needs. One relative told us, “Staff are very child friendly. They talk to [them] in a way I talk with [them]. I feel comfortable with the carers. In spite of them being paid carers, it’s a warm relationship and environment.” Another relative told us, “The carers we have resonate in our home setting.”

Staff were respectful of children’s homes and their families. Staff told us they enjoyed their roles and were motivated to provide good quality care.

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.

Children and their families were treated as individuals. One relative told us, “I feel valued as [child’s name] [parent]. No responsibility is taken away from me.” Another relative told us, “They (staff) respect our [relative’s] personality, and ours too. The service has had a huge positive impact.”

Staff had good knowledge about individual preferences and needs. Care plans provided detailed guidance and incorporated individual preferences and routines.

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

Plans of care were discussed and agreed, with the choices relating to each individuals care and treatment clearly documented. One relative told us, “We always have a meeting with Optimam and [health services]. We discuss issues and make a decision all together.” Another relative told us, “Staff take [relative] out and do things that interest [them]. Staff are proactive doing things in the community and there is a consistent approach.”

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.

Relatives told us that staff were responsive and attentive. One relative told us, “They (staff) deal with small and any larger issues at the same pace. They know what to do in an emergency.” Another relative told us, “It’s a smooth-running package. We follow the carers input on how to manage [any distress] so it doesn’t lead to [an escalation]. We have built this trusting relationship.”

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 managers and senior staff were supportive and made them feel valued. The provider had systems to support staff’s wellbeing and ensure they listened to staff’s feedback about their experiences at work.