Aamevol Home 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 inspection we rated this key question good. At this inspection the rating has changed to requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

People’s care plans and risk assessments gave limited information about how best to support them as individuals or to be independent if they chose to be. Staff gave mixed feedback about how well they were supported working at the service and were not being supported with supervisions and discussions in line with the providers policy. However, people and relatives told us staff supported them with kindness and compassion.

This service scored 55 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People and relatives told us staff were kind and compassionate. One relative said, ‘‘[Staff] are lovely and always ask [family member] how they are and have a good chat with them.’’ Another relative told us, ‘‘I am delighted with [staff [ and they treat [family member] like their own family.’’ Staff told us how they took time to speak with people during care visits and were encouraged to do this by the management team. They also explained how they maintained people’s dignity whilst they supported them with personal care.

People’s care plans contained limited information about how they liked to be treated as individuals, such as what their preferences, likes and dislikes were. They did not contain guidance for staff about how to support people with their support needs such as living with dementia. Staff could not explain how people liked to be treated as individuals in relation to their support needs.

People and their relatives told us staff knew them/ their family members well and treated them as individuals. One relative said, ‘‘[Staff] have taken the time to get to know [family member] and know how they like to be supported.’’

It was not clear how or if people were being supported to be independent or to make choices. People’s care plans and risk assessments did not always contain enough information about how to support their independence. Daily care records did not contain information about how people were supported to be independent or make choices. Staff were unsure how they could offer choices to people other than speaking with them verbally. They had not had training or discussions about how to use other ways of offering choices such as pictures or signs.

Despite our findings, people and their relatives told us staff respected their choices. One relative told us, ‘‘[Family member] would not let staff get away with not giving them a choice. The staff know how important it is for them to be in charge of what is going on.’’

People and their relatives told us staff were very flexible and would change their care visit times at their requests. One relative said, ‘‘[Staff] are very good and will always work around my schedule to make sure [family member] always has someone with them.’’ Another relative told us, ‘‘[Family member] decides what they want to do on a day-to-day basis and staff always accommodate this.’’ Staff told us they would ring emergency services if people needed immediate support.

We received mixed feedback from staff about how well supported they felt by the management team. Some staff said they did not feel the management team supported them in all aspects of their job role, such as speaking about how effective training had been. Staff were not all being supported with supervisions and meetings to discuss their job roles and any further training or support they may need. There was no evidence staff had been asked to feedback about the service. The management team and some staff told us they had staff meetings. However, these were not recorded to evidence the discussions that happened. The registered manager was not keeping effective records about how staff were paid in a consistent and timely manner. We could not be assured this risk to staff’s wellbeing was being well managed.

Some staff told us they felt well supported by the management team. For example, they told us the management team had supported them with flexible working hours and regularly asked them if they needed any further support in their job roles.