Trust Homecare Solution South Suffolk 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.   This is the first inspection for this 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 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. The registered manager sought confidential feedback that was sent to an independent reviewer. One relative wrote, “The staff are professional yet friendly, efficient, and caring and always strive to make sure my [loved one] is happy and comfortable.” One relative told us that staff had not always actively engaged people with conversation outside of care tasks due to cultural differences, but when asked to change this to benefit the person, the registered manager worked with staff to address this.

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 cultural, religious, and family requirements were recorded, and care staff knew people very well. Care plans included where people preferred a certain gender of carer, and this was respected.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment, and wellbeing. Most people required minimal personal care support, and care plans and risk assessments informed staff how to help people retain their independence, such as mobility and continence needs. People and their and loved ones were considered experts in their own care and how they would like the support delivered. The governance lead showed us messages from relatives and people when their needs changed and how these were actioned.

The service listened to and understood people’s needs, views, and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern, or distress. Care staff often stayed beyond their time to give extra support if needed. For example, if a person was feeling unwell and needed some extra household cleaning or their pet required a visit to the vet and family were not available to help.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us that managers constantly checked to make sure they were settling into a new country. One said, “They boost my confidence by sharing the compliments from people,” and “They give me vouchers during Christmas and birthdays.” Another told us, “They helped me find a school for my [child] and taught me how to enrol them.” The management team also gave rotas in a months’ notice and tailored this to staff availability.