Genuine Carers- Enfield

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 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 and relatives described staff as kind and caring. A relative said, “They are absolutely genuine people, they come in and say, 'hello [person] how are you today', it’s really nice and it makes [person] smile. You can see they are happy to see them."

Staff told us the registered manager monitored how they engaged with people during spot checks to ensure people were treated with kindness, compassion and dignity.

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 contained information about their past and what was important to them. People told us the service was responsive to people’s preferences, including requests for gender specific care staff.

Staff we spoke with were knowledgeable about people's backgrounds and preferences. They were able to speak at length about the people they supported and what was important to them.

The registered manager promoted equality and diversity. People's care records had information about their preferences which included their preferred name, race, religion and sexual orientation. People's protective characteristics such as their disability, age and ethnicity were taken into consideration when supporting them. People and staff were matched according to their individual preferences as well as language requirements.

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

Care staff understood the importance of supporting people to maintain their independence and to live at home for as long as possible. Staff spoke about how they supported people to make informed choices about how they lived their lives and decide what care would be provide for them.

Care and support plans identified what people could do independently and how staff could assist. This supported people to remain independent and retain choice and control over their care and support.

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.

The registered manager considered any risk of social isolation during the assessment process. People were supported to maintain contact with the family and friends. People were supported to keep active and access the community where this was part of their care packages.

Staff demonstrated a good awareness of people’s health and medical needs and how they would respond to these if people were to become unwell. A relative told us, “The carers keep their eyes on everything. [Person] had a pressure ulcer, and they reported it straight away and notified the office and rang the GP.”

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

Staff had access to training which supported them to meet people’s needs. They had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service. This was achieved through staff supervision and team meetings.

Staff felt the registered manager was accessible and approachable and any concerns raised were dealt with effectively. The provider had a whistleblowing policy in place. We spoke with the registered manager who stated they had an open and honest culture where they encouraged transparency and learning from mistakes.