Integral Focus Support and Care 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.

At our last assessment we rated this key question good. At this assessment the rating has remained as 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.

We received positive feedback about staff and the care they provided. A relative told us, “They are lovely people; very good, respectful and friendly.” Another relative said, “They are really nice.” A staff member described how they respected a person’s privacy by giving them space while they used the bathroom, remaining nearby in case support was needed.

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 were treated as individuals. Care plans were centred and based around the needs of individuals. Staff had a good understanding of people’s needs and how to meet them and people confirmed staff understood their needs. Policies were in place around equality, diversity and inclusion and staff received training for this.

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

Staff were familiar with people’s preferred activities and routines and supported them in line with their individual preferences. A relative described how staff supported their loved one while promoting their choice and independence. They told us staff “encouraged [person]” to participate and make choices for themselves as much as possible. A staff member told us they supported people to maximise their independence by encouraging them to do as much as they could for themselves.

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 were supported by staff to access external health and medical care services as and when required. Staff were aware of peoples’ healthcare needs and knew how to respond to any immediate healthcare emergencies to prevent people from becoming distressed or unwell.

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

Staff received ongoing training to help in their development to provide safe and effective care to people. Staff told us they were supported, and morale was good. A staff member told us, “[Registered manager] is very helpful. They are a good manager.”

Staff knew who they were accountable to and understood their roles and responsibilities in ensuring people’s needs were met. They had access to a range of policies and procedures to guide them in their roles and to ensure people were cared for safely.