Snowflake Healthcare 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 for this newly registered 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.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Staff were kind, respectful and compassionate and this had a positive impact. One person said, “I fully trust them, [staff] they are wonderful”. Feedback was limited from external health and social care professionals as the service was small and had not had many packages of care. No concerns were raised.

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. People and relatives felt valued and listened to. Staff tailored their approach to make sure their care was person-centred and had regard to people’s cultural backgrounds and beliefs. Policies reflected this and people and families experienced this. The registered manager maintained comprehensive oversight of care packages to ensure care was delivered in line with these aims.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to make choices; their independence was promoted, and they were supported to make decisions about how their care needs were met. Systems and processes were in place and staff understood people had the right to have choice and control over how their care needs were met. People confirmed they were involved in decisions about their care. Care plans contained pertinent information about people’s needs and preferences to enable staff to provide appropriate care. One person said, “I asked for a change in care call, and they listened and made the changes for me”.

The service 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 and relatives were happy with the care packages they received, and that they were flexible when needed. People had been involved in deciding how much support they needed and how often staff visited. The registered manager regularly checked the level of care provided was the right amount to meet people’s changing needs. Staff rota’s demonstrated the provider was able to respond to people’s changing needs at short notice.

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff felt well supported. They felt included and part of the team from the outset, and received a consistent induction, which prepared them for the role. The provider had a range of policies and procedures in place to ensure staff wellbeing was considered. A member of staff said, “I have all the information I need and if more training is needed, I can do it”.