Hope Health Kare 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 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 70 (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. Members of staff treated colleagues from other organisations with kindness and respect. People told us members of staff were kind, caring, happy, willing and wanted to do their best. One person said, “[Member of staff] listen to me and they are always happy and kind and caring.” A relative told us, “[Members of staff] arrive with a smile and leave with a smile.” Another person told us, “[Members of staff] always check I am comfortable and there is privacy especially when my stoma bag is being changed.” A member of staff said, “To me, dignity and respect mean valuing each person as an individual, listening to their voice, protecting their rights and providing care in a way which makes them feel safe, respected and in control of their own life and protecting their privacy and independence.” Another member of staff told us, “I ensure people maintain their dignity and are treated with respect by listening to them, protecting their privacy, offering choices, supporting independence, respecting their values and treating them with kindness at all times."

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’s care plans were personalised and care was unique to each person and their identified needs. A relative told us, “Sometimes there is a slight problem but we get through it because [members of staff] try so hard. My [family member], who is non-verbal, understands [the members of staff].” Another family said, “We have such a good rapport. A few language issues but care is 15/10 so we get around things.”

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 supported to maintain their independence and they were given choice and control about the make-up of their care and support teams. People were asked if they preferred male or female members of staff. One person told us, “Yes [I was asked if I wanted male or female members of staff] and I have male members of staff.” A relative said, “We were asked and we opted for female members of staff.” A member of staff told us, "[People] need encouragement to make decisions on what kind of support they want, how its delivered and when. This includes everyday choices like what to wear or eat and also bigger decisions about their care and activities."

The provider did not always listen to and understand people’s needs, views and wishes. Members of staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress. When we spoke to people about how members of staff responded to their immediate needs, there were mixed responses. People told us cultural differences sometimes caused a few problems. Where members of staff knew people, it was easier for them to know how best to deliver people’s care and support. One person told us, “I think sometimes the differences show through. For example, I might need a ‘cuppa’ but [members of staff] do not pick up on this.” Another person told us, “I just tell them what I need. No nonsense, [they] just get on with it.”

The provider cared about and promoted the wellbeing of members of staff and supported and enabled them to always deliver person-centred care. There was a handbook available to all employees. The provider had an employee assistance programme in place which gave members of staff access to a confidential and professional life management service which provided them with a qualified counsellor who offered personal support for any practical or emotional challenges they might face. Members of staff also had access to an online human resources tool which gave them access to an online marketplace with products, services and special offers from a wide range of different companies.