Hand on Heart Care

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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

Staff encouraged and supported people to be independent and do things for themselves, whenever possible. They were supported to have choice and control and make decisions about how their support was provided. This promoted and improved their quality of life and self-worth. People and their relatives told us staff gave good care and support in a friendly way, paying attention to small details that made all the difference. Staff acknowledged people’s rights to privacy, dignity and confidentiality, and people said they felt respected. People said staff were compassionate, cared about people and passionate about the people they provided a service to. A relative told us, “Couldn’t be happier with the staff, they are friendly and really care.” A staff member said, “People come first."

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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People’s relatives told us they and people using the service had choice and control about when and how they preferred to receive staff care and support, were able to express their views, understood their right to be involved and make informed choices, and how they should be respected. They said people were encouraged and supported to do as much as they could for themselves, to maintain their independence. Relatives told us staff supported people to be as independent as they were willing and safely able to be. One relative said, “Flexible, always turn up on time and make sure [Person using the service] gets what they need.”

The registered manager and staff feedback demonstrated they offered people choices about their care and promoted their independence. Staff spoke of people with kindness and compassion. They knew people well as individuals and understood that they should be supported to have choice and control and make decisions about how their care was provided. They made sure people could be as independent as possible and respected their rights.

People’s care records gave a good overview of their individualised care and support needs, and reflected their choices and decisions they had made about how they preferred their needs to be met. This included information about people’s likes and dislikes, their preferred routines and how they wished to improve their independence. People’s care records guided staff, when providing care and support. The provider trained staff to respect people’s rights and treat them with dignity and respect. The training they received prompted them to always seek people’s consent to the care they were providing. The provider had a confidentiality policy and procedure that staff understood and followed. Confidentiality was included in induction, and on-going training. Staff understood the code of conduct and confidentiality policy. Care plans also set out clearly people’s dependency levels and what they were willing and could do for themselves, and what tasks they needed additional staff support with.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.