Revelation Social Care Ltd

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People and their relatives spoke positively about the care and support they received. People said staff were kind and respectful and supported them in a way they wanted and needed. People were encouraged to maintain their independence where possible and staff sought their consent before carrying out tasks. People said they had flexibility in their support which enabled them to take part in things that were important to them. One person told us, “The support from Revelations is fantastic in achieving what I want, for example, I go to a community garden and to church, which I couldn’t do without 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 and their relatives spoke about the kindness of staff. One person spoke about staff being thoughtful when offering support. They told us, “If the two carers don’t arrive together, the first will check I’m comfortable and make a fresh drink and do minimal tasks until both staff are ready to start assisting me.” The relatives of people spoke about staff providing care to their family in a dignified and courteous manner. They told us, “All staff are very mindful of respecting dignity. All staff have kind ways of caring” and “[Relative] needs help with moving and they are all very gentle and encouraging.”

Staff displayed kindness and empathy towards people they provide care and support to. One staff member outlined how she had gained extra knowledge and understanding of a person’s specific health condition so she could better support the person.

People and their relatives spoke of how their individual needs were respected. Relatives spoke about how support for their family member had been adapted to meet their needs. We were told, “We (family) don’t have their skills, [person] responds to the carers more positively than to us, which shows their professionalism. It’s helped by the fact they send very consistent staff, who are familiar with her needs and how to meet them. That remains the case, even though [person] no longer recognises them” and “[Person] has advanced dementia, they used to get very aggressive and were initially on heavy medication. Under the registered managers guidance, [person] has become so much calmer.”

Staff told us the service had some flexibility and was designed to fit around people’s needs. People could request to change the times of their care and support, for example if they had an appointment. Cultural differences were also respected, and staff described how they adapted care and support accordingly. A member of staff told us they supported a person whose first language was not English and said, “I’ve learnt a few basic words in Punjabi so I can try and communicate [better].” Staff knew when faith was important to people and helped people celebrate special occasions, such as Eid and Ramadan.

Information within the Service User guide and Statement of Purpose reflected the agencies aims in relation to Equality and Diversity, respecting people as individuals offering autonomy and choice. Staff training also explored Equality, Communication and Person centred care. Care plans were detailed and contained information to ensure that people received fully person-centred care. For example, in addition to people’s care needs care plans contained details regarding people’s favourite food and caring routines included their preferred shower gel and toothpaste staff should use.

People and their relative spoke positively about staff and how they afforded choice and control when supporting them. We were told, “Staff definitely know how to provide care. I see that they stand back to give her space to do what she can for herself” and “They know me extremely well. They let me do what I can do for myself, such as brushing my hair and cleaning my teeth. But they make sure I have everything I need and that I don’t need further help. They are all friendly, they show respect for me and my home.” People also spoke about how staff supported and promoted their involvement in the local community, adding, “The support from Revelation is fantastic in achieving what I want, for example, I go to a community garden and to church, which I couldn’t do without their care” and “I usually have two visits a day, but sometimes I ask for an extra one, which we achieve by adjusting how I use my hours. The support from Revelation is fantastic in achieving what I want, for example, I go to a community garden and to church, which I couldn’t do without their care.” People had access necessary equipment to promote and enable people to maintain their independence.

Staff supported some people to access the community if this was part of their commissioned care. Staff gave good examples of where people had developed social skills and improved confidence with support and encouragement from staff. One member of staff said, “[Person’s name] was very isolated before.” They then outlined the places the person had been and community groups they enjoyed attending with staff support.

The aim of the organisation is outlined within the service user guide provided to people and their families. This details how people’s rights will be supported and promoted, enabling them to maintain their independence, following a lifestyle of their choosing. People’s care plans were personalised detailing their wishes and preferences. Information showed people had been listened to, what was important to them and how you wanted to live their life.

People and their relatives told us the registered manager recognised changes in need and took appropriate action to address this. One relative told us, “I feel [person] lives the way they want, and any risks are appropriately managed proactively.” People’s relatives said there was effective communication systems with face to face, telephone and email contact, so they were kept informed. A healthcare professional said they were quickly and appropriately involved when needs change or if they are assessed as requiring specialist advice and intervention.

Communication systems between manager and staff had been improved so information could be effective and promptly shared. A weekly newsletter and monthly memo were distributed to help keep staff informed. Managers were exploring secure App allowing managers and staff to communicate in real time, enabling them to respond quickly. Staff also had access to ‘on-call’ support should any advice and support be required or in the event of an emergency.

Managers told us the deployment of staff was now better managed with staff having sufficient breaks between shifts. Managers also said that consideration was given to staff religious and cultural needs. For example, staff rotas were adjusted to enable staff time to celebrate Eid. Staff felt part of a team and were well supported by managers. One staff member said, “She [registered manager] goes above and beyond. The whole office steps in to support each other.” Staff told us managers regularly checked in with them and asked them about their well-being. They were welcome to pop into the office for a chat if this was needed. One staff member said, “I feel safe and secure.”

Formal systems of training and support were provided helping to monitor and promote staff well-being. This included training around lone working as well as individual and group supervisions and team meetings. Staff were provided with a handbook which outlined flexible working arrangements as well as the importance of staff health and wellbeing recognising how this can impact on productivity.