Caring Connections - Warrington

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

Some people told us the staff approach did not always maintain or promote their dignity or independence. However, most people felt they were treated with kindness, compassion and dignity. People gave mixed feedback on whether staff responded to their immediate needs, and staff told us they were not always aware of people’s needs before providing care. The provider understood the importance of staff wellbeing, and staff surveys showed high levels of job satisfaction. Where people had specific communication needs, this was not always recorded in their care plan.

This service scored 45 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Most people and their relatives felt they were treated with kindness, empathy and compassion. One person told us, "I am treated with dignity and respect. I would tell them if I wasn't." Another person told us, "I treat them [staff] with respect and I get it back." However, there were concerns regarding staff treating people with dignity. One relative told us, "When they [staff] have gone I have to fix them [person] as they [staff] haven't even pulled their top back down."

Staff felt they treated people with kindness, compassion and dignity. One staff member said, "We have tasks to do but I would still ask the person what they want." However one staff member raised concerns regarding the approach of other carers stating, "Some carers don't take the time to sit and talk to people and don't read the care plans. They walk in blind."

Partners spoke positively of the service providing care which promoted kindness, empathy and compassion. They said, "Overall it's positive, there have been no concerns raised or identified" and "The provider is approachable and open to further scrutiny and oversight when needed to improve their practice and processes. The team strive to deliver great care and are always aiming to improve."

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People gave mixed feedback on their care enabling independence, choice and control. A person told us, "I have a two hour shopping call once a week but I can't always go due to staffing. I am told to make a list and the carers can go for me". Another person said, "Sometimes they [staff] don't always look at you when they are doing things. They don't show any interest in what I am trying to show them." However, some people spoke positively of the staff. One person said, "They are kind to me, they can do things for me.”

Staff feedback was positive and staff understood the importance of providing care which promoted people's independence, choice and control. Comments included, “I would listen to people see what they need and will see what we can do” and "We will go and speak to them [people] and ask them what they would like to do.” Staff said they would speak to family members if the person had difficulties with understanding or their mental capacity. A staff member told us, “I would involve the families if the person was getting confused as they have a better understanding of the person.”

Care plans did not always evidence the involvement of people. At times, care plans were not signed by people using the service and only the management team had signed them. Some care plans lacked person-centred detail and did not evidence how staff should promote and maintain people's independence. Care plans were task based and focused on what the staff should be doing for people, rather than focusing on what people could do for themselves. People’s communication needs were not clearly documented, and so staff were unaware of how best to support people to meet their needs in a way that promoted independence.

There were mixed views in relation to people being supported by staff to meet their immediate needs. A relative told us, "Yes they [staff] are kind towards [person], but I wouldn't say caring. I have to finish up after they have gone." However one relative told us, "They [carers] spend time just sitting and talking to them [person] which they enjoy."

Most staff told us they understood people's needs and wishes. However, not all staff had viewed a person's care plan before providing care. Staff relied heavily on the use of the work based phone apps to inform them of the 'tasks' they needed to complete on support calls. One staff member told us, "On our apps there is a list of tasks that we need to do. The care plans are on the app. When we first go in, we would have a look at the care plan. We have to ask the office what we need to be aware of." Another staff member told us, “I read care plans before, or other times I just go in and ask them [people].”

There was a range of support incentives for staff and the majority of staff felt positive about their working role and wellbeing. Staff had given ideas for improvements in wellbeing and development, which the provider was working to achieve. Most staff were very satisfied with their work life balance and commented they enjoyed working for the provider, where they had opportunities for career growth and development.

Staff were invited to complete different surveys regarding their working role and wellbeing. This included multiple choice questions and comments for suggested improvement. The results of the surveys were analysed for key trends and patterns. The provider used the results to formulate actions plans to drive improvement in workforce wellbeing and enablement.