Up 24 Seven Services Ltd

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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

Caring- we rated this key question as good. People were treated with dignity empathy and compassion and were supported to stay as independent as possible. People's privacy and dignity was protected.

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 spoke positively of the care and support provided by staff. People described the staff as"lovely, kind, nice, very good". They told us they like the staff and that the staff like them.

Staff told us they treat people with kindness, compassion and dignity in their day to day care and support. Leaders ensured that people's preferences, wishes and backgrounds were recorded and staff ensured they used the information to support people in the way that is tailored to them. Staff told us they maintained people's dignity and gave examples of how they do it. Staff comments included, "I always treat them [people] with respect and speak politely and ask what they would like"; "We make sure that windows and doors are closed when providing personal care. We seek consent at all times and communicate with them [people] and ask how they want things to be done". The provider had processes in place for obtaining feedback from clients during the first few weeks of the service being delivered. They than also carried out reviews of the service at regular intervals and the person or their relatives were involved in that. Staff told us the management completed spot checks of their interactions with people to ensure good quality care was provided.

We received no concerns from partner agencies regarding staff interactions with people and their caringness.

People told us the staff know them well and understand their needs. People's feedback confirmed they felt supported to manage their health in the way they wanted to.

Staff told us their knew and understood people's unique needs and made sure that their care and support met their needs and preferences. Staff told us they took account of people's abilities, goals and unique backgrounds.

The provider had arrangements in place to ensure that people’s individual needs are initially assessed and then monitored by staff. Care plans were updated when people needs change. When people's preferences changed, the provider had arrangements in place to ensure that the change is communicated to all staff immediately and the care plans then updated accordingly.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

People's feedback confirmed that staff acted quickly to help them when they were distressed or in discomfort. People knew they can ask staff to support them with making referrals to other agencies if their needs changed.

The provider had arrangements to ensure that staff were made aware when people's needs had changed and to update people'c care plans without a delay. Staff supported people with making referrals to other services if this was required or requested.

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.