Vigilant Health Care 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 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 spoke about people respectfully and with kindness. Staff were aware of the importance of respecting people’s privacy and dignity and ensuring they were comfortable with the care and support provided. Staff were respectful of people’s requests for assistance. One person said, “Whatever I’ve asked [staff member] to do, she accommodates.”

The provider treated people as individuals and made sure people’s care and support met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People were involved in their care and received personalised care that was tailored to their needs. Staff took account of people’s individual needs and understood what was important to them.

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

People were involved in their care, and they were kept well informed. Staff ensured people were offered choices and were in control of their care. A staff member told us, “I inform them and allow them time to process it and then allow them to make a choice.” Staff respected people’s abilities and encouraged them to do as much as they could for themselves. A staff member said, “We encourage people to do as much as they can for themselves, offering support only where needed.”

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. The service was flexible and staff were able to adjust the timings of people’s calls to meet their needs and ensure they received the support they required.

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

Staff were happy working for Vigilant Health Care Ltd and felt their management team were supportive and respectful of their wellbeing. Comments from the staff included, “They care about their care workers.” “My manager is a compassionate person. They find a way to help and sort it all out.” And, “The management team are approachable and supportive. They encourage open communication and consider staff wellbeing.” Policies and procedures were in place to support staff including in relation to lone working and flexible working.