ProAce Healthcare Services 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 service involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment of this 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.

Staff at the service always treated people with kindness, empathy and compassion and respected their privacy and dignity. A person commented, “Staff always close the door and the blinds, we chat a lot as they know how to handle me.” Staff treated colleagues from other organisations with kindness and respect. A professional commented, “When attending joint carer visits, I have found care staff to be kindly, welcoming, as well as, inquisitive.” People and relatives were very positive about the caring nature of the organisation and staff. All said it was a “very caring service.” Their comments included, “Staff are good at their job, they are very nice, friendly, we have a nice chat and a laugh,” “They [staff] are always smiling and cheerful, I can relax when they are here, I have some time to myself”, “I can hear staff chatting and laughing, they are like a friend to [Name]”, and “Staff are kind and respectful. We can have a laugh, they seem to enjoy their work and are family to us.”

The service 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. A relative told us, “[Name] feels reassured with their carers. Staff come in and look after [Name] really well, they will do anything and everything for them and more.” Staff had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs. People and their relatives told us staff took time to speak with people during care visits and communicated effectively. A relative commented, “Staff take time to try to understand what [Name] is trying to say. If he says ‘no’ they try to find out what the problem is. I can’t fault them, they make [Name] laugh.”

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and well-being. Staff supported people to remain as independent as possible. People’s care plans provided some guidance for staff to promote people’s independence. A relative told us, “It is the way staff help [Name] with their mobility, if [Name] has had a bad night, they can be a bit wobbly, staff are very careful with [Name].”

Staff 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. People were supported by staff that were familiar to them which enabled staff to anticipate and meet people’s needs quickly and in ways that reduced and mitigated people’s discomfort and distress. A person commented, “The staff look after me very well, if I have any problems they act on them straight away.”

The registered manager and directors cared about and promoted the well-being of their staff and supported and enabled staff to always deliver person-centred care. Staff provided very positive feedback about their experience of working at the service. They all said the management team were supportive. Their comments included, “I was able to work flexibly due to my personal circumstances, I was told if we can’t support you at this time, when can we”, and “I feel respected and supported.”