Annabelle Care 2020 Ltd

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 service. This key question has been rated 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 were treated with kindness, compassion and respect by staff who knew them well and understood their needs and preferences. People and their relatives consistently spoke positively about the caring approach of staff and the positive relationships they had developed. One family member told us, “They know [person] very well and are very kind and thoughtful, always looking out for [their] welfare.”

Staff promoted people’s dignity and independence while providing care in a way that was sensitive, respectful and person-centred. People told us staff took time to listen to them, involved them in decisions about their care and respected their choices and routines. Care was delivered in a way that recognised people’s individuality and what mattered most to them.

Family members described staff as professional, considerate and responsive. One family member said, “The staff are kind and courteous and will always introduce themselves, so [person] knows who is there.” This demonstrated staff's commitment to ensuring people felt comfortable, respected and reassured when receiving support in their own homes.

Care records reflected people’s preferences and provided guidance on how they wished to be supported. Staff understood the importance of maintaining privacy and dignity during care visits and were able to describe how they adapted their approach to meet people's individual needs.

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 received care and support that was tailored to their individual needs, preferences and circumstances. Staff knew people well and took time to understand what was important to them, ensuring care was delivered in a way that respected their choices, routines and personal wishes. Care plans were person-centred and provided clear guidance on how people preferred to receive support, helping staff deliver consistent and individualised care.

People and their relatives spoke positively about the personalised nature of the service. One relative told us, “They don’t rush [person] and make sure [they are] happy with everything they are doing.” This reflected the provider’s commitment to delivering care at a pace that suited the person and enabled them to remain involved in decisions about their support.

The service was described as having a strong understanding of the local community and the people it supported. One family member commented, “It is a small local company that can offer a much more personal service. They understand the location and the people and can enjoy good chats together.” This demonstrated how staff built meaningful relationships with people and adapted their approach to reflect individual personalities, interests and experiences.

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 exercise choice and control over their daily lives. Care was delivered in a way that reflected people’s preferences, routines and personal goals, enabling them to remain as independent as possible while receiving the support they needed. Care plans contained person-centred information and provided guidance for staff on how to promote people’s autonomy and involvement in decision-making.

People and their relatives told us staff treated them with respect and encouraged them to do as much as they could for themselves. One relative said, “They are very respectful of her and her house and whilst supporting her also encourage her to be independent.” This demonstrated how staff balanced the provision of support with the promotion of independence and dignity.

Staff knew people well and adapted their approach to reflect individual needs and wishes. People received support in a way that maximised choice and ensured they remained in control of decisions affecting their care. Relatives spoke positively about the caring and empowering approach of staff. One family member told us, “They all do seem to genuinely care about him as an individual. They are kind, patient and supportive and have lots of good ideas.”

People were encouraged to express their views and make choices about how their care was delivered. Staff respected these choices and worked alongside people to achieve outcomes that were important to them.

One staff member told us, “We consider their routines, preferences, communication needs, cultural requirements, personal interests and how they prefer to receive their care etc. We encourage people to remain as independent as possible when and where we can and involve them in decisions about their care all the time.

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 received timely and responsive care when their needs changed or when urgent support was required. Staff knew people well and were able to recognise changes in their health, wellbeing and circumstances, ensuring appropriate action was taken to meet their immediate needs and keep them safe.

Staff responded promptly to concerns and worked closely with relatives, healthcare professionals and other agencies to ensure people received the right support at the right time. Records demonstrated that changes in people’s needs were communicated effectively and care was adapted accordingly. This helped to ensure people continued to receive personalised support that reflected their current circumstances and preferences.

Professionals spoke positively about the service’s responsiveness and commitment to achieving positive outcomes for people. One professional told us, “The service will always support social care and the person if they have capacity, they go above and beyond and lots of elderly females I have dealt with want a female only service and this is provided due to the sensitivity of personal care.” This demonstrated the provider’s willingness to respond flexibly to individual needs and preferences, particularly where these were important to people’s dignity, comfort and wellbeing.

People and their relatives told us staff were reliable, attentive and responsive when support was needed.

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

The provider promoted a positive and supportive culture where staff felt valued, listened to and empowered to carry out their roles effectively. Staff spoke positively about the support they received from managers and told us they were encouraged to share ideas, raise concerns and discuss any challenges they experienced in their work. One staff member said, “I know that if I had anything to share then my points will be listened to without judgement.”

Staff understood their roles and responsibilities and knew who to contact if they needed advice or had concerns about people’s health, wellbeing or safety. They told us the management team was accessible and responsive, providing guidance and support when needed. This helped staff feel confident in delivering care and responding to changes in people’s needs.