Edith Healthcare Wolverhampton

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 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were treated with kindness and their privacy and dignity were respected. People we spoke with told us the staff were kind, friendly and compassionate. A person told us, “The staff are kind and very respectful.” A relative told us, “The staff are kind, caring and compassionate; respectful and friendly.” Staff spoke about having time to get to know people and could give examples of how they supported people which demonstrated they were thoughtful. A staff member told us, “We get to know people really well and understand how they like things done, like their preferred routines, we learn these and build relationships with people.” The registered manager told us they carried out checks on staff calls to ensure they were protecting people’s privacy and dignity and the feedback they received about staff was always positive. The registered manager told us the satisfaction checks ask questions about this, and they were confident staff were kind and caring. Records we saw supported this.

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 spoke positively about the support they received from staff. A relative told us, “We are happy with the staff, they arrive on time and give [person’s name] respectful, private personal care. They wear protective equipment and follow the care plan, which is up to date, and they update the records daily.” A person told us, “The staff are kind and caring providing excellent personal care.” Staff could describe how they supported people as individuals and took account of peoples protected characteristics. Staff shared information with us about people’s preferences and protected characteristics. A staff member told us, “Care plans and assessments look at gender, preferred pronouns, religion and culture.” The care plans we saw supported this.

The provider promoted people’s independence, and ensured people had choice and control over their own care. People told us the staff supported them to remain independent. A relative told us, “The staff are kind, caring and respectful. They encourage [person’s name] to remain a bit independent by involving them in choices and decision making.” Staff told us they supported people to remain as independent as possible. A staff member said, “We always encourage people to be independent and do as much for themselves as possible. For example, one person is currently struggling with personal care, and we encourage them to do this and in the right order.” The registered manager said, “We are working with everyone to maximise their independence all of the time.” Care plans were written to support people to retain their independence and make choices about their care. For example, one care plan referred to supporting and encouraging someone to prepare their breakfast during a morning call.

The provider listened to and understood people’s needs, views and wishes and were responsive to changing needs. The registered manager told us they were able to be flexible and support people when their needs changed. Staff told us they adapted peoples care to meet their needs during the calls. A staff member said, “We are able to be responsive and help people, if care needs change, we make sure this is addressed.” People and their relatives told us the service was responsive and could give examples of how the service had accommodated changes in individual support needs. A relative told us “[Person’s name] attends hospital regularly. The office is always aware of this and are responsive to the changing needs for call times.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The registered manager told us there were monthly team meetings in place and staff had supervisions every three months. The provider ensured the registered manager and Care Coordinators were always accessible to offer support to staff.Staff told us they felt supported by the provider and gave examples of how they could access support. A staff member told us, “We have support from the office staff, the lines are always open, the registered manager supports with work and personal issues they are helpful. We have regular supervisions and weekly team meetings take place as well.”