Molly Care Ltd

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 felt well-supported, cared for and treated with dignity and respect.

This service scored 80 (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 respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and their family members all told us staff treated them with kindness and compassion and their dignity was maintained. For example, one person told us, “They are respectful of my privacy” and a relative told us, “[Staff] always ask permission when providing support with personal care”.

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. Care plans contained information about people’s life history as well as any preferences or individual requests they may have as to how care should be provided. People and family members confirmed that they had consistent staff who knew them. One person told us, “I am really funny about who I'd have [personal care] with, they ensured I was always confident with the staff”.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Relatives provided consistently positive feedback about how staff supported their loved ones. One relative told us, “They listen to everything, for example my [loved one] preferred a more mature carer, they adapted and 100% listened to their preferences”.

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, family members and staff all confirmed there were care plans in place and these were reviewed on a regular basis with people and, when required, updated with any changes.

The service always cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. There was an exceptionally strong organisational commitment and effective action to promote and achieve equality and inclusion across the workforce. There were high levels of satisfaction across all staff. Care staff consistently told us they felt the management team were approachable and supportive. One shared an example of how senior staff had supported them with specific learning needs. They told us, “I love every part of working here, they have really supported me by sitting down and [supporting] me... they have given me a massive opportunity and I've started on my NVQ2 training”. The manager and staff spoke of how the provider promoted staff well- being, including initiatives rewarding practice and positive feedback from people. For example, staff built up reward points which potentially resulted in additional benefits including a period of time for staff to access company vehicles for their personal use. Staff told us how they felt empowered, able to seek support and feedback at any time and valued by the manager and provider. This culture was driven by the provider and was apparent through staff support and enablement mechanisms and resulted in people being supported by staff who were empowered to do their job well. The manager told us, “It's important to look after staff, ensuring communication is good and they have the right knowledge and training. We are all here to support each other”.