Allfor Care Croydon

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 requires improvement. At this assessment, the rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

At our last assessment, we found the service was in breach of legal regulations in relation to people’s dignity and respect and person-centred care. At this assessment, we found improvements had been made and the provider was no longer in breach of regulations.

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.

At our last assessment, we found that people were not always treated with kindness, respect and compassionate care. At this assessment, people told us staff were kind and caring. A person told us, “They’ve never been anything but kind and caring towards me.” Another person said, “Carers are kind, happy people.” A relative told us, “It’s taken time, and we had to overcome early teething problems, but we now have a good relationship with them.”

The provider ensured that people were supported by the same staff. This meant staff were familiar with people’s needs and preferences and allowed for a rapport to develop. A person told us, “I get the same people. I love my carers, they are absolutely amazing people.” Another person said, “I would say that they are perfect for me. The carers have become part of the family now.” A relative told us, “We get the same faces and we have a great rapport together.”

People told us staff treated them and their homes with respect. A person said, “Carers always close the door when it comes to my personal care.” Another person told us, “They have always been so respectful of our home. They wear outdoor shoes when they come in, but are always happy to take them off, and wear flip-flops. It’s a small part of our culture and they have always respected it.” People’s care records noted their cultural needs and preferences.

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.

At our last assessment, we reported that people’s preference for staff was not met and staff had little time when assigned to support people. At this assessment, we found people were supported with consistent staffing. People were supported by the same staff with whom they were familiar. A relative told us, “My [family member] has 4 regular carers, they are very good, they know [family member] and are very kind.”

The provider ensured staff had sufficient time during care calls for meaningful social interaction with people. A person told us, “I feel very comfortable with the carers, and we chat about the weather and about what is going on in the world.” Another person told us staff were “friendly and chatty”. A third person said, “We have long conversations together. It's really good.”

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

Staff supported people at a pace that suited them. A relative told us, “[Staff member] is gentle, patient, comes in with a lovely energy. [Person] has never felt rushed.” Care records provided staff with information shared people by during their assessments about their preferences for care and support. For example, a person’s care records noted, “I would like you to use reassurance, patience, and gentle de-escalation techniques when I face new, challenging, or stressful situations.” This meant people were supported to make choices that gave them control over their lives.

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.

Staff met people’s immediate and changing needs. The planned support people received was agreed and detailed within their care plans. When people’s needs changed, the provider carried out reassessments to ensure their needs and preferences continued to be met. A relative told us their family member “is now bed bound, and the care they get is very good”. Staff knew people well. This enabled them to recognise changes in people’s needs and to respond to them.

Staff were kept up to date about changes to people’s needs through briefings from office-based staff and leaders and daily updates on the provider’s electronic care records. This meant staff had the knowledge and guidance to respond to people’s immediate needs.

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

At our last assessment, we found staff were stressed due to experiencing poor call scheduling, insufficient travel time between care calls and rota issues. At this assessment, we found leaders had responded to staff concerns by reducing the distance (and therefore the time) required to travel between care visits and improved the rota and monitoring of it. A member of staff told us, “I’m happy with work and my shift pattern.” Another member of staff said, “I am treated fairly and equitably.”

Staff felt supported and comfortable talking to office-based staff team and the branch manager if they had any concerns. A member of staff told us, “When I have problem, I speak to the office. I didn’t have a bad experience. Whenever I have a problem, they always get it sorted.” Another member of staff told us, “I don’t have any concerns. We work together as a team, so we are comfortable.” A third member of staff said, “I have a branch manager now, I’m comfortable with her. She is the best person for the job and makes me feel confident and comfortable to talk.”

Staff had the opportunity to talk formally with leaders in regular one-to-one supervision meetings and in team meetings. They could also exchange views and obtain support informally by using a social media app, phoning or visiting the providers office. If staff experienced distress, the provider had the facility to make referrals to counselling services for talking therapy.