Hales Group Limited - Wickford

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Staff encouraged people to be independent to do things for themselves wherever possible. People told us they were supported to have choice and control and make decisions about how their support was provided. This promoted people’s quality of life and self-esteem. People and their relatives told us staff delivered good care and support in a friendly manner. People told us that staff’s attention to detail made all the difference. Staff acknowledged people's rights to privacy, dignity and confidentiality and people told us they felt respected. People and their relatives said staff were compassionate and caring about the people they provided a service to.

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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People were encouraged to exercise choice and control around their own care where they were able. People and relatives told us staff gave them good care and support in a friendly way, paying attention to small details that made all the difference. Staff acknowledged people's rights to privacy dignity and confidentiality and people told us they felt respected. People said staff were compassionate, cared about people and passionate about the people they provided a service to. A relative told us, “Staff go above and beyond, they don’t just come in and do the job and go. Nothing is too much trouble for them. They are flexible with the call times if we need them to be. [Person] is happy, they know and trust the staff who care for them so well.” Another relative said, “Staff are so very gentle and kind when they provide care for [person]. We can’t believe how lucky we have been to have found Hales.

The quality assurance manager and staff feedback demonstrated people were offered choices about their care and their independence was promoted. Staff spoke about people with kindness and respect. They knew people well as individuals and understood that they should be supported to have control and make decisions about their care. Staff made sure people could be as independent as possible and respected their rights.

People's choices and preferences were assessed at the start of service delivery and recorded in their care plans. These were regularly reviewed and updated as people's needs changed. People's care records gave a good overview of their individualised care and support needs and reflected choices and decisions they had made about how their preferred needs would be met. This included information about likes and dislikes, people’s preferred routines and how they wish to maximise their independence. The provider operated some quality assurance processes to capture concerns early before they escalated into complaints.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.