Assured Care Southport

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

Our rating has changed from requires improvement to good. People were treated with dignity. Staffing was consistent and people were supported by staff who knew them well. We were told how people felt staff treated them with kindness and examples were shared which demonstrated staff understood the importance of promoting independence in aspects of people’s care. Some people had additional support to maintain relationships with families and friends and to access activities which were important to them. People described the positive impact this had on their quality of life and wellbeing.

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.

People told us staff were kind, and they were treated with dignity and compassion. A family member commented, “[Staff] definitely treat [Name] with respect. They speak to them appropriately and when giving personal care the door and curtains are drawn.” People who received care told us, “[Staff are] kind and caring and they listen. If they weren’t they wouldn’t last long” and, “[Staff] are kind, compassionate. Have a good laugh and cheer me up. They don’t bring their own problems to work. They listen to me.”

People were supported by a staff team who could describe how they treated people with kindness and protected people’s dignity during care. One staff member explained to us, “I’ve always said I treat people how I'd like to be treated. Just accept people are different and do what's best for them. I always ensure privacy closing curtains and doors.” Staff also told us whilst they were busy, they would always make time to talk and listen to people. The registered manager told us they monitored staff conduct through spot checks and feedback from people who used the service.

Professionals who worked with the service told us people who used the service had not shared any concerns about the quality of the care staff provided to people.

People felt they were treated as individuals and told us they were supported by a staff team who knew them well. We were told, “[Staff] know me and the office staff have been good to me. Always ask If I am ok” and, “[Staff name] knows what I need every morning, and we don't have to talk and they know when to leave me alone.” Family members added, “[Staff] know [Name] well as they have been coming in for years. [Name] is getting what they need and want” and, “Continuity of [Staff] makes a difference. They know my family.”

Staff demonstrated an understanding of the needs and preferences of the people they visited. They told us, “I have the same regular service users, so they have the continuity. I know the people really well; some I have worked with for 4 years” and “[The registered manager] keeps you on same round to get to know people.”

Information contained within peoples care plans demonstrated staff had consulted with them in terms of preferences in care and to ensure any cultural needs were being met. People had been encouraged to complete ‘About Me’ documentation in which some had chosen to share detailed information about their life, family, friends and interests as well as important information they wanted staff to know about and what could cause anxiety and how to support them through such situations.

People gave us examples how staff encouraged them to maintain or develop independence skills both within the home or with aspects of their care. Comments included, “I never use to go out or into a shop. But gradually Carers encouraged me too” and, “[Staff] encourage me to do as much as I can. Mornings are worse for me as I have Parkinsons. They really help to chivvy me along.” People also confirmed they were supported to maintain links with family and friends when needed.

Staff also gave us examples how they supported people to maintain family and social links. A staff member said, “A lot of people have good links with family and friends, particularly social isolation can be difficult especially after covid as people lost their confidence in going out. I will always have conversations [about whether people have been in touch with family members].” Staff also explained how they supported people to access places within the community and when this was not possible, how they encouraged activity within the home such as gardening. Staff described how they supported independence and encouraged people to make decisions about their day and about the care they received and understood the importance of their role in this. Comments included, “I offer clothes to wear, get a few options out, go through wardrobe with them to give them that choice” and, “I never go in and dictate, if somebody is independent it is indicated in care plan. Home care is essential in maintaining independence.”

Information about people’s preferred routines and areas of care they could manage for themselves was clearly documented in care plans. Preferences in the gender of staff was also documented and how people chose to spend their day, and with whom.

People told us staff were responsive to their needs. We were told, “[Staff] are very good with mental illness. They are a shoulder to cry on. Well suited to me.” Another person described how staff supported them to regulate their blood pressure when needed and how they recognised and responded to this.

Staff understood people’s health conditions and knew how to respond in an appropriate responsive manner. Staff were able to describe how they communicated with people who did not use the spoken word to establish immediate care needs. Staff explained they used visual prompts or wrote on pads of paper to support people to communicate when appropriate. The registered manager described the staff as ‘quick thinking’ and told us they would contact health services directly if the need arose and would inform them after the immediate need had been met. For example, if they needed to call a doctor or an ambulance.

Staff told us the registered manager and wider management team was supportive and they were encouraged to share any concerns. One staff member described examples how they were able to be flexible and maintain a positive work/home life balance. Another did comment they experienced some difficulties with rostering at one stage, but the management did respond when they raised the issue. Staff told us they felt safe when working alone and generally felt the workload was manageable. One staff member told us the service had, “Drastically improved since last inspection” and felt able to share any concerns with the provider if they felt overwhelmed in their role. The registered manager told us they had focused on improving the quality of care since the last inspection to improve the rating of the service. They confirmed staff could access high street savings initiatives, however told us introducing new ways or rewarding and recognising staff was something they were looking to develop.

Systems such as rotas demonstrated staff were not working excessive hours and had regular breaks. Appropriate human resources policies were in place to support staff with employment related issues. The provider operated an on-call system so staff could obtain support and advice outside of office hours.