Errand Plus and Personal Services

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

We noted there had been some improvement within the service, people felt they were treated with kindness, compassion and dignity and their independence was promoted. They felt their needs were being met and there was a good work force and the staff seemed happy in their roles.

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.

All the people we spoke with in the service felt the staff were kind and caring and ensured their dignity was maintained.

All the staff we spoke with expressed how they always gained consent and involved people on decisions and asked how they wanted to be supported. They all felt they put the individuals at the centre of their care and support to ensure they received individualised care.

People that worked alongside the service to support individuals felt there were no concerns over the staffs conduct or professionalism. Anytime they had raised concerns they felt they were dealt with appropriately but sometimes they felt the service were very task orientated.

All the people we spoke with expressed how their care needs reflected how they wished to be treated. They felt they were supported with how they wished to be and felt in control of their care needs.

Everyone we spoke with expressed how they asked for consent and involvement from the people they supported and how they want to be supported; what they would like help with. This evidenced they put the individual at the centre of their care and support and treated them as an individual to ensure their care was individualised.

People within the service had their own care plans and they showed individuality and spoke about the support they required. However some risk assessments we reviewed were generic and were not unique to peoples individual needs.

People we spoke with felt they were supported with their independence and felt they were in full control and given choices.

All the staff we spoke with expressed how they support people within the service. One staff member said “It’s our duty to provide them with all the information to ensure they can make an informed choice, it’s important they make their own decisions”

The service documented in their care plans the individuals independence, what support they required and choices they can make and control.

People felt they were supported when they were involved in phone calls to GPs or nurses.

All the staff we spoke with expressed how they responded to peoples immediate needs, from a decline in their care needs and appropriate referrals being put through to dealing with an emergency situation and how they responded to it. They told us how they report everything within the individuals care note and hand everything over, for example to paramedics, and they ensure they have all appropriate paperwork in place.

The service assured us of their process for dealing with staff sickness to ensure that care needs were still being met with a full staff team and care co-ordinators. The service had a low staff sickness rate, and the service took steps to being flexible to support staff to attend appointments. Work shifts were booked well in advance and there was an effective system in place for staff to request cover from team leaders and care co-ordinators when required. The staff told us how they felt valued, and some had been nominated as carer of the month and this made them feel proud and something to work towards.

The service had a lone working policy and an environmental policy for the staff to follow. The majority of the staff were undertaking adult care worker awards to increase their knowledge within the service through support from the company.