Adjoy Healthcare Westberkshire

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People were happy with the care they received. They told us staff were kind and caring and supported them to make their own choices as well as retain their independence. Staff received training in kindness, compassion and person-centred care. They demonstrated a respectful approach towards people in the responses they gave to our questions. They also demonstrated their wish to respond to people’s needs in an individualised way.

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 relatives were happy with the way staff treated them. People told us, “They are kind and caring. They make sure I’ve got something to eat and drink,” “She puts her gloves and apron on and then tells me I am ready in a minute is that okay. I clean my little side table away ready for the bowl to come along. She asks what I would like.” A relative said, “Oh gosh, absolutely they’re kind to [my family member]. They have humour together too.”

The registered manager told us they were constantly discussing with staff the importance of demonstrating a kind and caring approach towards people. Staff told us, “I try not to make assumptions about people based on stereotypes or generalizations. Instead, I approach each individual with an open mind. I respect difference, acknowledge and respect the diversity of backgrounds, beliefs and experiences that make each person unique” and, “I ensure I say supportive and encouraging words to her throughout (personal care) to cheer her up.”

We could not collect the evidence to score this evidence category as we did not receive any feedback from professionals.

People felt they were treated as an individual by staff. One person told us, “We’re like a family and close that they really know me. We all talk amongst each other.” Relatives were equally happy with one relative saying, “She talks to Dad and she seems to know him well. She knows he was in the navy and they talk about that.”

Staff recognised people’s individuality. One staff member told us, “I understand that each individual has their own identity, choice, beliefs, values, wishes and needs and my role is to support and not try to influence them. I have one client who prefers to do her oral care by herself and alone.” A second staff member said, “I have one person that likes to be woken up with a cup of tea in bed every morning and assisted in prompting her medication in her mouth slowly till she finishes the pills, and also she likes to choose her meals before I prepare and served her.”

Information was contained in people’s care plans around this aspect of their care. For example, one person liked to wear jewellery and perfume and it was clear in their care plan that they wished staff to assist them with this.

People said staff supported them with their independence. One person told us, “They allow me to make choices in my day-to-day care” and a second person said, “They always check with me what I would like to wear, what I would like to eat.”

Staff were reminded of the importance to support people with their independence. Management told us, “Our motto is, use the muscle or lose it. In training we emphasise with staff the importance of making every contact count.” Staff said, “It is absolutely essential as a carer working with elderly to offer plenty of choices when it comes to encouraging independence. Always ensure they have a say in their daily routines, activities and care decisions” and, “I observed a service user prefers to mix and garnish her salads for lunch by herself. She picks out the vegetables from her fridge and I assist with cutting/slicing them into her desired shapes and sizes, she does the garnishing and mixing by herself.”

People had care plans. These contained specific information about the person including what they were able to do for themselves. This helped staff provide care in the most appropriate way for the person. For example, one person’s care plan clearly recorded they could manage their oral care and facial cleaning.

People said staff responded to their needs. One person told us, “They always ask me if I need the toilet. I’ve had some falls and they always contact my sons.”

Management gave examples of responding to people’s needs. They told us, “Staff noticed someone’s skin was breaking down as they sat in their reclining chair all day. We increased the package of care to support them in more ways which has improved their well-being. We increased another person’s care time in the morning as staff noticed they liked to have a cup of tea with staff before having their personal care. They enjoy the companionship.” Staff told us, “One person who would normally choose to have her personal care done first before breakfast decided on this particular day that she would love to have her breakfast first instead. So her choice of breakfast for that morning was prepared and served and afterwards her personal care was done. She was really happy.” A second staff member told us one person wanted a rail handle fixed in his toilet so they could use the toilet independently. The family were contacted and a rail fitted.

Staff told us they were happy working for the agency. They said they were given sufficient time at care calls and time to travel between calls. They told us they felt supported and valued by management. A staff member said, “Our wellbeing is ensured.”

Senior management held regular staff meetings to enable staff to discuss any concerns, training requirements or ideas. They told us they had an ‘open door’ policy where staff could contact them at any time if they wished to discuss anything.