Key Point 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 service 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 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, compassion and dignity. Relatives confirmed this, telling us that they and people using the service liked the care workers and had a good relationship with them. Their comments included, “The carers are lovely and are so loving and caring” and “They are friendly, and [person] feels comfortable with them.’’ The provider’s records showed that staff had supported 1 person when they had received some upsetting news. They had shared this good practice with others to help develop staff skills in providing empathetic support.

People were treated as individuals. Their care needs were recorded in assessments and plans which included information about preferences and choices. Relatives told us the staff provided personalised care which met people’s needs. One relative explained, “The staff are from a similar culture to us, and they understand what is important. This helps [person] to feel comfortable. It is a key element for us’’ Another relative commented, “The carers help out with whatever is needed. They help with cooking, cleaning, online shopping and take [person] out when they want this.’’

People were supported to make choices about their care and support. One staff member explained, “We always make sure [person] has a choice. It is important to do this.” A relative commented, “[Person] tells [staff] what to do and they always do what [person] asks.’’

People were supported to be independent when possible and they wanted this. For example, 1 person had expressed a wish to make their own hot drinks but found it hard to use the kettle. The provider had worked with them to source an easy to tilt kettle which they could use more independently. They had also supported 1 person to develop systems to remember where they put their belongings when they were having difficulty with their memory. The staff also supported 1 person with gentle exercises and to stand regularly to alleviate stiffness and help them with their balance.

Staff responded to people’s immediate needs. Relatives confirmed this telling us the staff were responsive when people needed support. There were effective systems for the staff and management team to share information to make sure they were all working consistently.

The agency supported staff with their wellbeing. They provided a range of training and held regular team and individual meetings with each member of staff. Staff told us they felt well supported and were able to communicate any concerns. Their comments included, “The best thing about this company is they are very concerned about clients and staff’’, “The manager asks me about [the person I care for] and about me – they are just caring’’ and “We meet face to face, they support me and I feel cared for.’’

The provider had developed a system of well-being initiatives. These were designed to help reduce staff stress and recognise positive achievements.