Hibiscus Domiciliary Care Agency

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. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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.

People were treated with kindness, empathy and compassion and staff respected their privacy and dignity. One person told us, “I am happy with [staff members name] we get on well they make me laugh.” A relative told us, “The staff are a lovely bunch, [person’s name] gets on so well with them all.” Staff spoke about people with warmth and respect. One staff member told us, “I have a good relationship with [person’s name] we have built a really good rapport which is important when you are working closely with someone.” The provider told us they were confident people were supported by staff who were kind and caring. The registered manager said, “We can see this when we do our spot checks, you hear the laughter and see the relationship they have with people.”

People were treated as individuals and their needs and preferences were considered by staff. The providers systems ensured peoples care and support was tailored to meet their individual needs through their assessment and care planning process. Care plans included information about peoples preferred pro-nouns. There was information about people’s culture and religion and how these shaped peoples care needs. One person told us, “The staff who work with me listen to me, they do things how I like it done.” A relative told us, “The staff know [person’s name] really well and know how to support them. Staff took account of people’s aspirations, culture and protected characteristics. Staff could describe how they supported people as individuals.

People received support which maximised their independence, choice and control over their care. The provider told us peoples independence and choice was considered within the care plans. Care plans guided staff to maximise independence and offer choices to people when having their care delivered. People told us they had support in the way they preferred. Relatives confirmed people could make choices for themselves and gave examples of how staff supported people with their independence. Staff supported people to make choices about their personal care, clothing and meals. People had encouragement and support to maintain their independence including with managing their health conditions and accessing the community. Staff told us, how they supported one person to have contact with the family.

People’s needs views and wishes were listened and responded to by staff who sought to act quickly to any concerns people had. People told us staff were always available. Relatives said staff checked on people and were responsive when people needed help. Staff told us people had access to a call system for when they were alone at home and the service would respond to any calls if needed. The provider told us people had access to staff if they called for additional support this would be available.

The provider supported the wellbeing of their staff. Staff told us they felt supported in their role. Staff described having regular opportunities to discuss their wellbeing with the management team. Staff gave examples of being supported when they were having difficulties. The provider told us they had an open door policy for staff and used supervisions to discuss areas such as staff wellbeing, training needs, ideas for developing the service and any concerns or struggles staff may be experiencing.