Tipton Home Care Limited

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.

At our last inspection we rated this key question requires improvement. At this inspection the rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity. People and relatives described staff as kind, caring, patient and understanding. One relative said, “The staff are very softly spoken with them. They have a laugh and sit and have a chat.” Another relative told us, “They observe their privacy and dignity throughout.” Staff spoke about people they supported with fondness and positive regard.

People were treated as individuals and staff made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, culture, unique backgrounds and protected characteristics. Everyone told us they were respected as individuals. One relative said their family member was nervous. Staff adapted their approach to ensure they were reassured every time they arrive and supported them to remain calm and engaged with the support provided. They found this to be an individual approach to care which they valued. People had individual assessments which recorded their protected characteristics including, but not limited to, age, disability and religion. Staff knew those they supported well.

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 encouraged to maintain their existing skills to encourage their independence. One person described how staff set everything up before they left so they could support themselves in between calls and to do what they could themselves without being reliant on others. This approach supported people to remain independent and to retain choice and control of their lives.

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 felt staff knew them well and anticipated their needs. People had individual routines which accounted for their personal preferences needs and wishes. These included how they liked their hot or cold drinks, where they liked personal items stored and how they preferred their personal care to be delivered. All those we spoke with felt staff knew them well and anticipated their needs effectively.

Not all staff felt the service cared about them or promoted their wellbeing. Some staff felt rushed between calls and felt the provider did not account for travelling time to enable them to deliver person centered care or to take regular breaks to support their individual wellbeing. However, other staff provided a differing view where they felt valued and supported by the provider with enough time between calls and the opportunity for comfort breaks. This inconsistency with staff experiences was raised with the provider who committed to engage further with staff to capture and improve their experiences as an employee. Despite this differing of opinion people received safe, effective and responsive care from a staff team who were dedicated to deliver care which met people’s needs and expectations.