- Homecare service
Ethicare
Report from 1 December 2024 assessment
Contents
Ratings
Our view of the service
Date of Assessment: 3 December – 20 December 2024. The service is a care at home service providing support to people of all ages some of whom were living with dementia, mental health conditions and physical disabilities. At the time of the assessment the service provided care and support to 108 people and employed 65 members of staff. This was the first inspection of the service. The service had a good learning culture and incidents were investigated thoroughly. People were protected and kept safe. Infection prevention and control was understood by staff. There were enough staff with the right skills, qualifications and experience and they had regular appraisals to maintain high-quality care. Staff managed medicines well and involved people in planning any changes. People were involved in assessments of their needs. Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services. Staff made sure people understood their care and treatment to enable them to give informed consent. Staff involved those important to people and took decisions in people’s best interests where they did not have capacity. People were treated with kindness and as individuals. Staff supported their preferences. People had choice in their care and were encouraged to maintain relationships with family and friends. Systems were in place to involve people, relatives and staff in how the service was run, including the use of satisfaction surveys and a dedicated phone line for families to express their feelings. People were involved in planning their care and understood options around choosing to withdraw or not receive care. Leaders and staff had a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable and supportive. Staff felt supported to give feedback and were treated equally. Managers worked with the local community to deliver the best possible care and were receptive to new ideas.
People's experience of this service
People and their families were positive about the care they received. They told us they felt safe and involved in planning their care. Their care plans reflected this. People valued the staff and a relative told us, “The carers are well trained and supportive. They understand [relative’s] care needs. [Relative] feels safe and confident in their care.” Some people who use the service were able to give us brief feedback, “Am I happy with the service? ‘Yes’, Do [carers] come on time? ‘Yes’, Do [carers] stay the full time? ‘Yes’, Do I have any complaints? ‘No’.” People described how staff treated them kindly and made sure any personal care was carried out sensitively, preserving their privacy and dignity, “[Staff] arrive on time and stay the full duration. [Staff] supervise the taking of [relative’s] medication. [Relative] likes their independence and they support this, making sure they are 100% safe at all times. [Staff] give [relative] respectful, private care observing [relative’s] dignity.” People felt able to complain and were confident action would be taken and improvements would be made. People knew staff and leaders well. One person told us, “I think the company is well managed and led. They [staff] are always attentive.” A family member told us, “I know the manager and the office staff and know I can always contact them if there is a problem. The manager is empathetic.” A health and social care professional told us about their positive working relationship with the management team, “The manager and office communicate well when necessary and have asked for feedback on the service they provide. This has been positive.”