Independent People Homecare

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We reviewed 3 quality statements under this key question: kindness, compassion and dignity, independence, choice and control and responding to people’s immediate needs. People and their relatives described staff as ‘kind’ and ‘caring. Staff knew people well and were committed to ensuring people received good care. Staff supported people with dignity and respect and responded to their individual needs. People were given choice and control over the care and support they received.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People and relatives told us how staff treated them in a caring, respectful and dignified manner. People’s views and preferences were incorporated into person centred care plans. Comments included, “They [staff] have always been kind and caring towards [person] and communicate well. Always with dignity, “They are very kind. You have to be a special kind of person and very patient.” And “They treat [person] with dignity and much respect, they [staff] could easily let it slip but they do not. Their quality of care puts my mind at ease, we are all extremely fortunate.”

Staff knew people well. They treated them with dignity and respect and maintained people’s privacy. A staff member told us, “I make sure I close door a bit, the person I support does not like it closed completely. Give the person time, then knock on the door. Be a good companion, listen to what they have to say. Talk about things like life things what they like to do and be patient and be kind.”

The feedback we received from visiting professionals was extremely positive. Comments included, “I have found Independent People to be thorough in their communications and to be warm and friendly in their approach,” and “Staff have been good and aware of their roles and responsibilities.”

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 told us staff supported them to have choice and control over their care. Independence was encouraged, and people were involved with decisions about their care. People and their relatives were respected and empowered as partners in their care, whenever possible making choices about their on-going treatment and well-being. Comments included, “I would not swap my carer for anything. They help me to keep my independence as much as possible,” and “The carer knows my likes and dislikes. I make my own choices and decisions. They take me out in the car and help me to walk, to the end of the street.”

Staff told us how they supported people to remain as independent as possible. Comments included, “I stay by the person’s side, support them with their physio exercises. Sometimes they will help peel the vegetables which I promote to help them maintain their independence,” and “Encourage the individual do what they are capable of doing on their own, for example, prepare a meal for cooking by allowing the individual to do what they can and are capable such as applying the butter on the bread.”

The provider had effective systems in place to ensure people received care which promoted their independence, choice and control. Care plans reflected the activities people could manage independently and what support they may require in other areas of their care. For example, one person’s care plan included information about some equipment which enabled them to get around independently to attend work and their preferred interests on a daily basis. The management team monitored people's care and spoke to family members to check their experiences of the approach of staff. Questionnaires were also sent out to people and relatives to provide feedback on the quality of the service.

People and relatives felt heard by staff and were confident the registered manger would respond to their needs if they changed. Staff were proactive in responding to people’s changing needs, such as contacting the district nurse or GP if indicated. Care was adapted to ensure people continued to be supported safely and effectively.

Staff were alert to people’s needs and took time to observe, communicate and engage people in discussions about their immediate needs. Staff discussed any changes in people’s needs with the management team to determine if care plans needed to be reviewed. The registered manager sent us examples of completed ‘Impact statements’ to evidence how an event, interaction or intervention had a positive impact on a people’s well-being.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.