Verve Homecare 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 provider 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 80 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Professionals gave examples where staff had gone above and beyond to support the person. Relatives gave positive feedback about how staff supported their loved ones describing teams that worked well together with the focus being on the person. A relative said, “The staff are like family we live alongside each other.”

Staff described people in a positive way focusing on people’s achievements rather than negative behaviours. People were respected as individuals and each package of care was tailored to the person based on their wishes.

One professional told us, “They managed to turn around a failed placement from a previous provider into a really positive, effective service for the service user.”

The provider 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.

Staff knew people’s personal histories and cultural backgrounds. Staff worked with people to plan activities that the person enjoyed. Goals were unique to the person.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff told us they would always involve people in their care, and they would always offer choices. Comments from staff members included “We know what they like because they tell us, we listen to this and help them to do it” and “We offer choices, we don’t force people. Sometimes it’s about choosing the best time to speak to the person, so they can decide without stress or anxiety”.

The service listened to and understood people’s needs and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People and their relatives had regular contact with their clinical lead enabling them to discuss any concerns they may have. This included face to face meetings and telephone calls. For 1 person this was important to enable them to discuss their fears and anxieties and daily telephone contact and weekly visits were put in place. Staff told us this had been extremely positive in reducing the person’s distress levels.

Care packages varied, some people had live in carers that supported them throughout the day and night. Other people had a number of hours per day with one-to-one support or 24-hour care from 3 staff depending on the needs of the person and the complexity of the support plan. People confirmed staff were responsive to their needs and wishes.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff had access to resources that supported their well-being including confidential counselling services if they needed it. Regular supervision was provided to staff to support their wellbeing, develop their skills and monitor performance. Debrief sessions were provided after any incidents or accidents. A member of staff described the importance of the debriefs telling us how it supported them but also enabled them to reflect and improve their practice. Another member of staff told us, “Yes, the managers are always there on the other end of the phone if you need anything.”

There was a 24 hour on call system where staff could go for advice or additional support.

The registered managers told us birthdays cards were sent to all staff. Where staff had worked for the service for more than a year then flowers were sent acknowledging the milestone. Staff were also invited to the office for a weekly social and pizza evening. Staff were recognised for their contributions to the service and there was an employee of the month. This was celebrated via the monthly newsletter.

Feedback from staff was extremely positive in respect of how they were supported. Comments included, “I am proud of being a staff member of [the service] because they not only care for the clients but also show care and support to their staff”, and “Supervisions also focus on overall wellbeing; I do feel that my manager cares deeply about how I am regarding both professional and personal aspects.”