Temp Exchange 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 inspection we rated this key question good. At this inspection the rating remained 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 and their relatives were positive about the kind and caring nature across the whole staff team and told us staff were compassionate, patient and understanding and were treated in a respectful manner. Comments included, “They are all so kind and caring and treat them so well” and “She is so caring, helpful and really looks after me. She is so knowledgeable and makes me feel safe.” The management team also observed how staff interacted and engaged with people during spot checks to ensure they were treated with respect and maintained their privacy and dignity.

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 were respected and valued as the provider ensured people were fully involved in their whole care process and worked hard to embed a person-centred culture across the service. Staff had access to people’s life histories and backgrounds. Staff tried to match care workers with people, especially where they understood each other’s culture or could speak the same language. A relative said, “One of our carers is Muslim. My [family member] is chatty and he talks about his life with him. The carer puts on Asian channels as he knows they love cricket.” Staff also told us this was an area that was regularly discussed with them during training and supervision, to help explain the importance of respecting people and their cultures and how this can impact people.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us their care workers enabled them to make their own decisions, encouraged their independence and respected their choices. People receiving reablement support were eager to do as much as they could for themselves during their recovery and appreciated how staff helped them with this. A person said, “I definitely make a lot of decisions for myself. I have my needs met and the carer respects my decisions.” Another person told us their care workers always encouraged them to use the nearby commode rather than risking walking to the bathroom and having a fall. They highlighted regardless of their advice, they always left the decision to them which they greatly appreciated and valued their sensitive approach.

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress. A person told us they were impressed with how their care worker understood when they were having a ‘bad day’. They added, “They advise me on my safety but without taking away my personal authority or disempowering me.” A relative was positive in how staff responded to their family member when they became distressed or agitated.

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. People were supported by a staff team who felt appreciated and valued, which had a positive impact on how they cared for people. Staff were very positive about how their wellbeing was ensured and felt well supported. A staff member said, “It is a very supportive environment and a lot of focus on our wellbeing. If they feel I need a break, they encourage me to take leave.” Another staff member told us there was never any pressure to return to work, or to work with people that negatively impacted their wellbeing. We saw the provider had also been involved in a webinar regarding staff wellbeing.