Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.
At the last inspection this key question was rated as Good. At this inspection this key question has remained the same. This meant people were supported and treated with dignity and respect; and involved as partners in their care.
A&M Homecare CQC report findings 2020
Ensuring people are well treated and supported; respecting equality and diversity
● People and relatives all spoke very positively about the staff stating they were “excellent” and “considerate”. One person said, “They are a lovely bunch and they look after me very well.” A relative commented, “They are very good. They are very caring.. and good with [Name].”
People received support from a team of staff who knew about their needs and abilities. Staff told us they visited the same people regularly and had developed positive relationships with people and their families. Staff told us they sang to people and told them jokes to make them feel happy.
● Relatives told us they were kept informed of anything relating to their family member’s care which they felt was important to be notified about.
● People and relatives were involved in decisions about people’s care to make sure people received support in ways they preferred. One person said, “It was all agreeable and we were very involved…. They’ve done more than they should.. they listen to how I like things.”
● A relative said, “There is a care plan. They came and agreed the plan with us, and it suits us well.”
● Relatives spoke of staff taking time with people and doing extra tasks that made life easier for them. One relative said, “I’ve needed odd extra things doing by them (which were done)… and they know how to make [Name] feel good.”
Respecting and promoting people’s privacy, dignity and independence
● People told us their privacy and dignity was respected by staff. One person told us, “They help me to get washed dressed and have my breakfast and tablets, it’s all done with dignity and privacy and they chat as they help.”
● Staff knew what was required of them to ensure people’s privacy and dignity was respected. They told us they made sure nobody else was in the room when delivering personal care. One staff member said, “We use towels, put them around them if they are waiting to go into the shower to keep warm and when they get out of the shower, put towels around them.”
● People and relatives said staff supported people to be as independent as they could be. One relative said, “Staff are polite and respectful and don’t get impatient when [Name] takes a while with things.”