Icare Solutions (Wirral) 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 service involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. People and their relatives were very positive about the attitude and approach of staff. Comments included, “Yes, they are always kind” and “I’m very happy with the carers. The girls are very compassionate and very understanding about my condition.” Staff had undertaken training in relation to dignity and respect. Managers supervised staff by carrying out observations and sought feedback from people through regular calls.

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 and their relatives told us staff knew them well. People were generally supported by a consistent and regular staff team. People said, “They know his ways now” and “Staff recognise when [name] is upset. They are sensitive and experienced.” Staff confirmed they were expected to meet people’s preferences. Care plans contained information about people’s individual backgrounds and preferences, staff said they had access to these and were updated with any changes.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Overall staff encouraged people to do as much for themselves as possible. Care plans included information about people’s abilities. Managers gave examples where they had supported people to access equipment or had encouraged their independence. Some people were supported in the short term with rehabilitation goals. Staff understood the need to respect people’s choices. One staff member said, “Some people don’t like to be supported by a male. They like me, but not with personal care. I respect this.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs and acted to minimise any discomfort, concern or distress. People and their relatives told us staff were responsive. One person commented, “They make sure I’m comfortable and if I need anything they get it for me.” We saw examples where the provider was flexible to meet people’s needs. One relative said, “[Name] had a problem last Saturday and they stayed longer to sort it all out.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. Staff were positive about the support they received from managers. They told us their work was well planned and included sufficient breaks and travelling time. Comments included, “It's an amazing company for supporting staff” and “I am proud to say I work for them.”