Care Outlook (Hillingdon)

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.

This is the first assessment for this newly registered service. This key question has been rated 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. People who received support and relatives confirmed that care workers provided care in a kind and caring way and respected their dignity. One person told us, “I’m treated like a person, not overlooked or over spoken. They make feel dignified.” Relatives said, “They are kind and caring and [family member] adores them” and “The carers are very kind to [family member], always chatty. [Family member] is very happy with the carers.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. People and relatives told us they felt care workers treated them as individuals when they provided support. One person commented, “I so look forward to my carer coming. It’s so refreshing to chat, to have someone make time to talk and listen to me.” A relative explained that sometimes their family member can forget that the care worker is visiting and goes out so the care worker calls the person to ask where they are to ensure they were safe. Another relative said, “[Care worker] is a welcome visitor. [The care worker] was really quiet to begin with but now chats away. They know us well and their kindness and compassion are always present.” People’s care plans identified their specific needs, how they wanted their care provided and howe care workers can support them.

The provider promoted people’s independence, so they were supported to have control over their own care and wellbeing. Care plans included the person’s views and wishes in relation to their support needs. The care plans also provided guidance for care workers on the activities a person required support with and what they could do independently. One person commented, “[Care worker’s name] is one of the best carers ever. Their support and care have helped me to stay independent, for example, my carer will prompt me to do things they know that I can do such as taking a little walk up and down the street.”

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. Care workers demonstrated that they understood what to do if they had any concerns about the person they were visiting. A care workers told us, “If I have concerns about a person’s health, well-being, or safety, I act immediately by recording and reporting the issue properly to my line manager and office.” People and relatives confirmed that, when required, care workers provided support to contact healthcare professionals and also took appropriate action when there were changes in a person’s care needs. A relative told us that when their family member’s health deteriorated “The [care worker] immediately raised concern” and contacted the relevant medical professionals.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Care workers confirmed they were supported by senior staff and felt able to speak with senior staff. A care worker told us, “[There is a] supportive team, flexibility, and the opportunity to provide quality care through training and experience.” The registered manager said they supported care workers with flexible working options, and regular supervision meeting, team meetings and appraisals where care workers could discuss any issues or concerns, and best practice could be shared. Care workers were also supported to complete a range of training courses to develop their skills and knowledge.