Profad Care Agency Limited

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.

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 that staff were kind. One person told us, "Very kind and caring, all of them. A lot of them go above and beyond. Main carer is lovely. (Carer) paints my nails. They take their time even if it is late. They stay for the allotted time. They settle everything we need before they go. Yes, treat us with dignity and respect. They also respect my privacy."

Staff told us how they maintained people's privacy and dignity whilst supporting with personal care.

The registered manager told us they monitored interactions between staff and the people they support through regular spot checks and observations, and we saw evidence of 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.

One person told us, “They treat me as an individual. If I ask anything they tend to it”. A family member told us, "Care is individualised”. Another said," They know (relative) religion is important to (relative)”.

People's care plans included any relevant communication, cultural, social or religious needs.

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

People and their relatives told us staff supported them well. One person told us, “They give us choice of meals and drinks”. A relative told us," Relative) can choose what they want to wear. Yes, they ask what (relative) wants for breakfast.”

Care records appeared task orientated this are not currently audited, although checked daily to ensure all tasks have been completed. However, after discussion the registered manager told us they would implement further auditing to include care notes. However, this issue had been picked up through quality assurance audits and were already on the providers’ action plan.

Staff we spoke with were able to tell us how they supported people with their independence and choice.

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 they felt staff would recognise if they became unwell. One relative told us,“ They respond quickly if he needs anything”. Another said, “The carers are there when I visit. Rapid to do things I ask. Yes, they listen to (relative) and me. They provide what (relative) needs”.

People did not raise concerns regarding call length times or the punctuality of staff. People told us they were informed if staff were running late, but this did not happen often.

Managers promptly contacted external professionals, such as GP, the local Authority, 111, when people's needs changed.

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

Workforce well-being was supported through regular staff supervisions and monthly staff meetings. Monthly meetings promoted team engagement and included positive initiatives such as a quiz and recognition of a 'staff member of the month'.

A lone working policy was in place, staff had completed lone worker training, and individual risk assessments were completed to support staff wellbeing and safety when working independently.