Wishes Care and Support Yorkshire Ltd- Richmond

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 inspection 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. Staff treated colleagues from other organisations with kindness and respect. People told us they liked the staff who supported them and that staff were caring and kind. People said, “The carer is very good” and “They are lovely carers.”

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. Staff and managers knew people very well. They were able to tell us what was important to and for each person.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care records identified how people’s independence could be supported and promoted. Staff we spoke with placed great importance on promoting people’s choice and independence. One staff member said, “I love the clients. Being able to help them and help them do as much for themselves to keep 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. People told us they received the care they needed and the service was responsive. They said, “They are happy to provide extra care and to keep an eye on my (person)” and “I can contact the office, I have a landline number and a mobile number. They will respond quickly.” Staff told us they could be flexible if required. One said, “I can tell the office staff if I need more time. I can always speak up.”

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt valued and supported. Staff members said, “They are a fantastic management team and a good team of carers” and “They are very helpful and supportive and I feel listened to. Management are interested in what I say. We always know who is on call.” Managers spoke highly of the staff and gave awards to recognise good practice.