AAA Homecare Limited - Teesside

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

This is the first inspection for this newly registered service. This key question has been rated good. People and relatives found staff treated them with dignity and kindness. Staff sought people’s views about how to support them and, when appropriate, relative were included them in discussions about the support being offered. The registered manager enabled staff to deliver person-centred care and this was the fundamental basis of the design of the service. Processes were in place to take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. The registered manager also monitored care packages in ways to ensure staff well-being was maintained and they had adequate support to deliver the service. People reported staff promoted their independence. They knew their rights and had choice and control over their own care, treatment. and wellbeing. Staff provided care in a timely and responsive manner. The registered manager also cared about and promoted the wellbeing of their staff, and supported them to deliver person centred 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.

People and relatives we spoke with told us they were treated kindly and with dignity and respect. People and relatives told us, The carers help her have a shower and help wash her, they close the blinds and the curtains so there is no cause for concern in that department", and "They wash me and keep my dignity, yes. They are very nice with me."

The registered manager monitored staff practices to ensure they worked with people in a kind, caring, compassionate and dignified manner. The manager was passionate about ensuring people received person centred care. They routinely worked with staff to see first-hand how staff were behaving during calls and regularly asked people about their experience of the care being provided. Staff reported they felt supported by the registered manager to deliver person-centred care and how they had the time and were able to deliver support tailored to each individual. Staff talked with passion about ensuring they worked with people in a kind, caring, compassionate and dignified manner. One staff member said, "One example of a difference we made was the support we gave to an elderly lady and her son who was grateful to the extra time and effort we all put into her care at home, he said she had improved in morale and engaged more than she ever done with other care providers, this increased in the length if time she able to remain in her own home safely."

Feedback from providers was positive relating to the dignity and care shown to people. One social worker told us, "I feel the registered manager and his team go above and beyond for clients, an example of this is a particular a client of mine who was end of life, [Name] and his team did everything they could to support the client remaining in her own home as per their wishes."

People we spoke said their wishes and preferences were discussed with them and carried out and respected by the staff team. One person told us, "Yes, they are very friendly and they know my routine. Listen? Yes, they always greet me and chat to me." A relative we spoke with said, "[Name] the team leader sits and chats to her and makes her laugh, its lovely to see."

The provider had systems in place to ensure staff delivered person-centred care with people having choice and control regarding how staff met their needs. The registered manager completed audits and checks to make sure these aims were met. One staff member told us, "If I felt like if they could not make their own choices about their care I would offer support by giving them suggestions, for example, choices of different things for breakfast."

The registered manager was passionate about promoting person centred care and had systems in place to ensure staff delivered care with people having choice and control regarding how staff met their needs. The registered manager completed audits and checks to make sure these aims were met.

People were supported by staff who were kind, caring and respectful. People told us they could make everyday decisions, including when they got up and what they had to eat. They said they felt empowered, their independence was supported, and they had choice in relation to their care and support.

Staff encouraged, and supported people’s independence and gave examples of how they did this on a daily basis. One staff member said, "One of the best things about working for AAA Homecare is the opportunity to make a real difference in people's lives. I’ve had several instances where the support I provided has had a significant positive impact on a client’s well-being."

Processes were in place to ensure care plans included information to promote people’s independence, choice and control in a safe manner and people told us they were involved in decision making.

People told us they were involved in deciding how much support they needed and how often staff visited. They confirmed the registered manager regularly checked the care package still met their needs. One relative told us of a recent emergency situation, "Yes, the carer rang 111 as [Name] wasn’t feeling well and rang for an ambulance and rang me and also stayed with her until the ambulance arrived, that was excellent."

Staff were aware of people’s needs, views and wishes and these were responded to appropriately and in a timely manner. They told us there were enough care workers to meet people's needs. Should individual’s needs change they were confident the care package could be altered to accommodate the new requirements. One staff member told us, "Communication would be sent out via the Careberry application so we know if anything has changed. I have no concerns on the communication side of things we get updated with things very quickly." One social worker we spoke with said, "On reviews clients report carers are professional, friendly and always on time."

Staff told us the registered manager valued each staff member equally and respected the expertise and experience they brought to the team. They confirmed the working environment fostered effective teamwork and supported their well-being. One staff member told us, "I feel like we are a very well supported, caring and happy team. I feel like everything we do makes a difference to peoples lives from little things to helping them water their plants to assisting them getting ready for the day. We often get told by our clients how they are so grateful for everything we do for them and how much of a difference we make."

The registered manager ensured staff had the skills and knowledge to carry out their role effectively. Staff completed training in relevant areas to ensure they could carry out their role safely and competently. Staff supervisions were completed in line with the company policies and expectations.