Covenant Healthcare Ltd Also known as Heritatge Healthcare Coventry

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 provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has 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 provider 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 although they did not always receive care from the same staff, they had developed caring and respectful relationships with the staff who supported for them. One person said, “I am looked after really well. Staff are nice and gentle. I have no complaints with the care staff.” Another person told us how much they valued staff spending time talking with them. One relative told us, “They [staff] are very kind and caring. [Person’s name] has a laugh with staff and looks forward to seeing them.” Another relative told us about the approach taken by care staff and said, “They are all very pleasant and there is a bond with [person’s name]. [Person’s name] is very happy with the [staff] and gets on well with them.” Staff gave us examples of actions they took to make sure people knew they were valued and supported. This included spending time chatting to people about their interests and about others who were important to them. One staff member said, “You take part in celebrations [with people], try to cheer them up and have a chat to them.” Systems were in place to provide staff with the guidance they required to ensure people were treated with dignity and respect. For example, people’s care plans outlined their preferred greetings. Staff told us how they promoted people's dignity. This included ensuring people were appropriately covered during personal care. Relatives told us their views on their family member’s care was respected by staff. Records showed staff respected other health and social care professionals by incorporating their advice into people’s care plans.

The provider 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 told us staff understood what was important to them. One person said they liked to have a structured approach to their care. The person told us, “[Staff] know and remember my routine. They remember what your [individual preferences] are.” People described moments of unexpected happiness because staff knew what interested them and took time to share a joke with them. Staff told us they got to know the people they cared for by chatting to them and reading their care plans. Other staff gave us examples showing how they adapted how they cared for people based on their health and communication preferences.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. One person told us it was important for them to maintain their independence and said “I am lucky I am able to do as much as I can. They [staff] very much do encourage me to be independent, but they don’t let me do too much.” Another person said, “I can wash my face and hands. [Staff] give me the cloth to wash my face and [staff] do the areas I can’t do.” People told us staff asked what care they wanted and respected their wishes and decisions. One person told us staff always asked what personal care they wanted, and said their decisions were listened to. A staff member told us, “I try and encourage people to do as much as they can for instance combing their own hair, eating independently and encourage them to walk, where possible.” Staff gave us examples showing how they involved people in decisions about their care by either talking with them to explore options, or by showing them items they may wish to choose from. One staff member said, “You ask them if they are getting what they want and how they want to get their care.” Staff understood people had the right to decline care. One staff member said, “They [people] have the right to say ‘No’.”

The provider 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 gave examples showing how staff had worked flexibly to meet their immediate needs. This included when people required support from other health and social care professionals. One relative told us staff had varied their family member’s call times when they had needed extra help. The relative said, “They [staff] do vary the care to meet [person’s name] needs.” Another relative told us how staff supported their family member and said because of this, “[Person’s name] is getting the care they need.” Staff gave examples showing how they continued to care for people beyond their expected care call times in emergencies. Staff said they were supported by senior staff to change people’s care plans on a longer-term basis when people wanted this. One staff member said, “If we need to increase the [care call] time, you tell the managers, they listen and are ready to help.” Staff had also supported a person outside of their planned hours of care when they were discharged from hospital, late at night. This had enabled the person to return home as soon as possible, as they wished.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff told us they were supported to provide good care to people because their own needs were met through regular supervision, feedback on their work and because they could rely on practical action being taken to support them. For example, senior staff ensured staff were offered the training they needed for their role and were paid on time and as agreed. Staff confirmed they had access to the flexible working and support they needed to feel competent and confident in their roles. They told us they felt able to contact the office for support or advice. One staff member said, “[Senior staff] encourage us to improve ourselves” and told us, “They support us with career development I am planning to do my NVQ.”