Care 24/7 Healthcare Limited

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 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 service always treated people with kindness, empathy and compassion and people’s privacy and dignity was taken into account. People and relatives gave positive feedback about staff and their approach. One person said, “Staff are kind and respectful at all times”. Another said, “Staff are very helpful and lovely people”.

One staff member reflected on promoting a caring environment and told us, “One lady was lonely over Christmas and felt low. We were able to ring the office and extend time available to spend extra time with her to make her feel better”.

There was clear guidance in people’s care records which reminded staff about how to treat people, and how staff needed to engage and interacted with people. Staff treated colleagues from other organisations with kindness and respect and we were told they were always polite.

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’s records demonstrated that people’s choices and preferences had been explored as part of the assessment process. Staff knew people well and responded to people’s likes and preferences. Staff and people were all respected as individuals. One person told us, “The staff are really all very good with different personalities. I know them all now and I know their individual strengths and weaknesses”. Staff told us, “When I care for people, I treat them with respect, listening to their needs, supporting their independence, and ensuring they feel comfortable and valued. I focus on providing compassionate care while promoting their well-being and comfort”.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People and their relatives told us they were involved in important decisions related to their care and staff worked to maintain their independence. Care records described how staff could promote independence and choice. For example, encouraging people to choose their own clothes and personal toiletries. One relative said, “The staff always ask what she wants to wear and know what she likes”. Staff reflected on not rushing and having the time to encourage people to make their own decisions and tasks for themselves when able. People told us they were listened to, “We work together and work out what the best way of doing things”. A staff member told us, “I make sure to respect their choices when options are made, and I help them feel confident in their decisions”. Another commented said, “I help people to remain independent by supporting them with the tasks which they need assistance with, while encouraging and enabling them to do as much as they can on their own. I focus on building their confidence, promoting their independence, and providing the right level of support to help them maintain their autonomy”.

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. A health professional reflected on the staff accommodating individual needs that kept people settled and benefitted the person’s well-being. “Staff have been very responsive to individual need. Staff went over and above to meet personal needs that were immediate and important. For example, they took a person to the shops as that was the most important thing to them”. People told us staff were flexible and attended to their individual need. “I have personal stuff, and the schedule is amended to work around this. They do promote my independence and work around when I have good and bad days some days my mobility is so bad I don’t need then to do some of the personal care”.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. People were supported by a staff team who liked working for the service and enjoyed their work. One person told us, “They are a good crew now and they love their jobs which makes things much easier”.

Staff all spoke positively about how they were treated by the management team and their colleagues. Comments included, “We are listened to, and we can discuss any problem even personal problems. We are like a little family and look after each other”, and “We work in a very supportive team. All staff are team players, and we always have a senior staff and the owner to turn to”.

Staff told us how important it was that they received travel time and were not pushed into doing extra shifts, this supported the provision of good person-centred care. “They make sure you have travel time between visits this is paid and very important as you are not rushing and don’t get stressed before you arrive”.

The office provided a welcoming environment that staff used. Often just for a chat catch up and a cup of coffee. The management team which included the provider and other senior staff who worked in the office, demonstrated a caring approach to staff always willing to listen and support. One staff member told us, “One of the managers opened the office on a Sunday so I could get some PPE”. Staff had access to training and policy portal and the use of a messaging platform that ensured regular and timely communication.