Mayfair Homecare - Wycombe

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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

Consistency of staff deployment encouraged staff to learn about people’s views, wishes and communication styles, to enable staff to understand people’s preferences and choices. Care plans recorded how staff should engage with people to encourage their independence and meet people’s communication needs. People and family feedback was variable about how consistently staff engaged with people, in areas such as encouraging independence. We also received positive feedback about staff approach.

This service scored 15 (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.

Staff spoke with respect about people they support, and proudly described building positive relationships with their regular service users and their families, in some cases over a period of many years. This promoted consistency of care and communication. Staff could describe how they promoted independence during certain tasks, such as encouraging people to wash their own face. We also identified examples where staff used equipment to help aid people’s independence. For example, staff supported 1 person to access the bath using a bath board. Some people were supported with social activities, and staff understood people’s interests and hobbies. For example, staff supported 1 person to access the community and were aware that accessing the local shops for enjoyment was important to their wellbeing.

People's and their relative's feedback about whether staff approach consistently encouraged and supported people’s independence was variable, including how effectively staff communicated with people about their support needs. For example, comments about promoting independence included, “[Carer] helps me with my shower but I do what I can. So when we get to hair she puts the shampoo in my hand and I do it. It works well” and “Well the carers just come in and go as soon as they can so they just do what they have to do, not really encouraging or supporting.” Many people and relatives spoke positively about staff, with comments including, “The girls are really good with her and always have some banter with her” and “His carers are all very kind and caring towards him. They talk to him in a nice way which he seems to respond well with.” We also received some variable feedback about the effectiveness of staff communication, with comments including, “There are certain carers that are definitely good. They come in and communicate with him and they have a good rapport, but there are others that come in and it’s like a mission. They are in and out just doing their rota” and “I have some who are really nice and I can have a laugh with and some who just come in and get out as quick as they can”. The service was responsive to our feedback and met with staff to discuss the importance of good communication.

People’s care plans recorded how staff should support people to make choices and highlighted where people could carry out some tasks more independently, or with family support. This included recording people’s communication needs so staff understood how to provide people with information and how people communicated their choices and preferences. For example, 1 person required staff to use shorter words and avoid jargon to enable the person to understand and respond to questions. The person’s communication style and communication needs were outlined within their care plan.

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.