Direct Approach Care 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.

This is the first assessment for this newly registered. This key question has been 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 treated people with kindness, empathy and compassion but did not always protect their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People were treated kindly and compassionately by staff. We saw positive interactions between staff and the people they supported. We noted people seemed to be relaxed and comfortable with their staff. Care records and entries in daily logs were respectful and polite.

However, we observed staff did not always ensure people’s dignity was upheld and, some instructions to guide staff were displayed in public areas and included private information. We raised this with the registered manager who responded straight away to remedy 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’s individual histories, culture and preferences had been recorded. Care and support plans reflected people’s backgrounds. People had individual timetables of activities and were supported by staff with these. Staff spoke kindly about the people they supported and told us about what was important for people individually.

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 be involved in decisions about their care and support. Staff encouraged people to engage in different activities and built up their knowledge of what people’s strengths and preferences were.

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’s needs were responded to in a timely manner because staff understood people’s communication and how best to respond to them. All people accessing the service had 1 to 1 or 2 to 1staffing for most of the time including overnight. This meant staff were available when needed.

The provider did not always care about and promote the wellbeing of their staff. They did not always support or enable staff to deliver person-centred care.

The provider had policies in place to support the wellbeing of staff. The values of the organisation and expectations were available to ensure staff understood what was expected and what they could expect. However, these had not always been followed in relation to induction, supervision and appraisals. It was not clear to all staff how they were performing.

We received mixed feedback from staff about how their wellbeing needs were met. Some staff felt well supported but some staff did not and felt unable to raise their concerns.