Agincare UK Christchurch

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

Staff were kind, caring, compassionate and friendly. People told us they looked forward to their visits from the staff and enjoyed spending time with them. Staff knew people well and provided their care and support in ways they preferred. People were treated with dignity and respect and their privacy was respected. Staff worked well together as a close-knit team ensuring people received person centred care. The registered manager ensured their staff team were given full support which in turn would lead to people receiving the best possible outcomes from a happy, confident staff team.

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 and their relatives told us staff were kind, caring, friendly and thoughtful. Comments from people included, “I call them my angels, I don’t know what I would do without them” and, “When they come in they greet me with a smile, very respectful a nice crowd.” A relative told us, “They are exceptional, they have a good rapport with [person] and always bring a smile to their face.” Another relative said, “They are friendly, knowledgeable, caring, patient and helpful.” And, “They are discreet when taking [person] to the toilet, they stand outside to give them privacy.”

Staff completed training in equality and diversity and told us they would provide equal care and support for all people. A member of staff told us how they ensured they upheld people’s dignity, they said, “When we are in their house we make sure the door is shut and the curtains are closed. When supporting people to mobilise we make sure they are covered up. We do not want anyone to be embarrassed, we want them to be happy to see us.” Another member of staff told us, “We have all done equality and diversity training. Everyone is treated equally and fairly and I feel supported. I can go to staff for advice, we are called in for conversations and always checked to make sure we are happy. It’s a two way process we are encouraged to visit and chat to get guidance whenever we need it.”

We received positive feedback from health and social care professionals. Comments included, “The care staff and management team provide wonderful support to our clients. Their quick response in crisis situations has been invaluable, bringing stability to clients when they need it most. The patience and understanding the team shows towards clients dealing with mental health challenges truly stands out. Agincare UK Christchurch’s consistent and caring approach has made a real difference in our clients’ lives, and it’s clear that they’re deeply committed to providing quality care.” And, “Agincare UK Christchurch have always communicated well concerning the person I work with. They are extremely responsive in meeting needs. If there are concerns they will not delay in raising them to me ensuring the person gets the required help, ensuring they remain safe within their mental health and home. The person is happy with the care provided and speaks well of them. I feel the best thing about Agincare UK Christchurch is the care for the person and as a professional, communication between services ensuring safety and well-being.”

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 they were supported to choose how they wished their care to be given. One person told us, “They respect my wishes, engage with me and encourage me.” People and relatives told us how care staff encouraged them to maintain their independence. One person said, “They always ask me if I can manage and say, just ask if you need some help.” Another person told us, “They encourage me to wash myself and they do the bits I cannot reach.” One relative said, “They gently coax [person] and always ask if [person] would like to go for a walk.”

Staff understood the importance in ensuring people were supported to maintain a level of independence. Staff spoke knowledgably about people, their likes and dislikes and how they preferred their care and support to be given. A member of staff said, “We take people out, it is always their choice; sometimes to go to the park, sometimes to the beach. They really enjoy their time out. It is important to let the office staff know if a person starts to deteriorate, for example if they need a wheelchair. We can still take them out, the families really appreciate us taking people out. It’s the little things that are so rewarding.” Another member of staff told us, “People’s needs can change so we keep flexible. We always offer choice, we observe and act in their best interests, we always give choice such as what food they would like, what clothes they wish to wear and what drink they would like.”

People’s care plans and records had up to date information to promote and maintain their independence. Staff had access to people’s care plans through an electronic application on their phones. This helped to ensure all records were up to date. People’s care plans and records were person centred and gave full detail on people’s likes and dislikes and what was important to them. Staff knew people well and regularly met and spoke with them and their relatives to ensure they were all kept up to date with people’s changing health and support needs.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.