Generations 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. At our last assessment of this key question in 2019 we rated this key question good. At this assessment the rating has remained 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 provider 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 relatives found staff kind, caring and supportive and spoke highly of them. Comments included: “They (staff) know what [person] likes; they’re kind people, they’re so lovely and respectful”, “One staff member makes sure that [person’s] hair is done in a way that they like and if any visitors are coming, they make sure to put them in nice clothes.” Staff gave us examples of how they treated people with kindness and compassion. One staff member said, “I like to treat and care for my service users as though they are my own family. I give it my all as you never know, I may need help one day.” One healthcare professional said, “Carers are always keen to work with therapy and the carers I have come across, show enthusiasm and initiative which is what is needed.”

The provider 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 relatives felt their family members were treated as individuals by staff. One relative said, “They speak to [person], not at them and ask what they would like.” Another relative told us they had asked to use Generations Care as they had used them before. This relative told us, “We had them last summer and [person] really liked them; Sometimes [person] is difficult, and they’ll say to [person] okay, we can deal with it, which is reassuring to me as well as to [person]. I feel like I can really trust them.” Staff gave examples of how they treated people as individuals. One member of staff told us, “People are different, they have different likes and dislikes. I ask what they like, and I give my care according to how the person wants.” Care records captured what was important to people and how they wished to be supported including their likes and dislikes.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us staff supported them to be independent and have choice and control wherever possible. Relatives said staff understood people’s own abilities and supported people to be as independent as possible. Staff shared examples of how they supported people to maintain and regain their independence. One staff member told us, “I had a client they recently had a fall and were confused around managing their medication. So, we did medication together and when the 6 weeks was over, they were able to do it independently.” Care records promoted people’s independence by describing what aspects of their care people could manage themselves and where support or guidance was needed.

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. Relatives gave examples showing how staff used their skills to recognise when their family members required prompt help and were unable to verbally communicate this to staff. For example, one relative told us staff knew how to interpret if their family member required support with their health, as staff were able to interpret their family member’s body language. Staff gave examples demonstrating how they had advocated for people, so they received the level of care they needed. This ensured people’s needs and preferences were promptly met.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff felt the provider looked after their wellbeing. Staff confirmed they had access to the induction, training and support they needed to feel competent and confident in their roles. One staff member said, “I feel supported, if I have a problem at work I can just call, or text and they respond immediately. Even with issues through my personal life, they support me, and they ask about my wellbeing.” Staff and leaders told us, staff were recognised for their work and the provider held an appreciation dinner for staff. One registered manager told us, “We got all the staff together and gave trophies to the outstanding staff or most improved to recognise our staff for good work.” The provider held regular staff team meetings. Staff were given the opportunity to raise any concerns. Staff received regular supervision; training and development needs were discussed during these meetings to support staff development.