Health & Alliance Home Care

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. 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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. People and relatives consistently told us they were treated with respect and kindness by those supporting them. One person said, “The staff are so caring, all of them are lovely and they always show dignity and respect.” Staff talked about those they supported with kindness and positive regard.

The service 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 consistently told us they were treated as individuals by staff who respected their individual needs and wants. One relative said, “The staff came out to see [relative]. They got to know them, what they like, and what they need. They agreed with them what support they could provide and spent time just getting to know them.”

People were supported by the provider to maintain their independence, choice and control. Despite not having formalised assessments of mental capacity in place people made day to day decisions which included what support they needed, what they wished to eat and any additional activities they needed to do. One relative told us the staff supported their family member to make their lunches. They were complementary about this as the staff member didn’t just make the lunch but involved their relative which helped them to maintain their independence.

The service 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. One relative told us about an incident where the staff member found their family member in distress. The staff member supported them and reassured them until a family member was able to attend. They found this a caring approach which helped comfort their family member. People and relatives told us the staff and the management team listened to them and took note of their wishes and views. All people and relatives found this to be supportive and reassuring.

The service cared about and promoted the well-being of their staff and supported and enabled staff to always deliver person-centred care. Staff members told us they received support and training to be able to deliver care. One staff member said, “I have to complete refresher training all the time to keep up to date. We receive regular spot checks to see how we are getting on, and I get regular supervision sessions where I can talk about anything about my job. It is one of the most supportive jobs I have ever had.”