- Homecare service
Patience Healthcare (Aapna) Ltd
Report from 3 November 2024 assessment
Contents
Ratings
Our view of the service
Date of assessment: 8 November 2024 to 22 November 2024. We looked at quality statements in all domains. The service performed well against the majority of statements we looked at. There were areas for improvement in governance but we were assured of the actions the registered manager took and their plans. The registered manager was responsive to feedback. They and the nominated individual had an open, inclusive approach to leadership. Staffing levels were safe. Staff understood the risks people faced. Some areas of risk assessment documentation could be improved and the service took immediate action to do this. The registered manager worked well with other health and social care partners to reduce the risks people faced and improve their quality of life. Staff were well supported and empowered to make decisions. They worked well as a team and the office team worked hard to ensure a consistency and efficiency of care calls. Staff communicated effectively with people and one of the strengths of the service was their ability to support people with staff who had a range of languages, for instance Hindi, Urdu and Punjabi.
People's experience of this service
We spoke with 9 people who used the service, 8 relatives and a range of external professionals. People provided positive feedback about the patience and compassion of staff. They agreed staff were respectful of their needs and preferences and always arrived on time, staying the full duration of the planned call. One person said, “Without the carers I would not be here today, without their support. They support me too and I can go out with my children.” A relative said, "They are brilliant; in fact, they support [person] really well. The way they console and the way they divert [person's] attention is excellent.” People felt supported by staff they had got to know well, and they felt the continuity of care they received was a real positive. There were no concerns about staff knowledge or their support with such tasks as medicines administration.