Kaplan Care

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 found that the service continues to Require Improvement in the Caring domain. People were treated with kindness, compassion and respect. Staff cared for people as individuals and their dignity and privacy was respected. People were supported and encouraged to be as independent as they could, and staff responded to people’s immediate needs. However, staff well-being was not always promoted. Staff told us their morale was low working for the provide.

This service scored 62 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People told us staff were kind, caring and compassionate towards them. One person said, “The staff are so sweet. They are all lovely." A relative told us, “The carers are nice. They are lovely and helpful.” One relative told us staff spent time with their loved ones to chat with them and keep them company.

Staff gave us examples of how they treated people with dignity. They told us they encouraged people to do what they could for themselves, and ensured they were not unduly exposed when supporting them with personal care. Staff knew what made people anxious or frustrated. For example, not communicating with people before undertaking a task. Staff told us they listened to people and showed understanding in the way they supported them.

We did not receive any specific feedback about kindness, compassion and dignity from partners.

People told us staff treated them as individuals. One relative told us that they had asked staff to chat with their loved one if there were no further tasks to be done, and staff had maintained this support. Another relative commented that their loved one preferred the same gender of staff to support them with their personal care needs and this was respected.

Staff showed they knew the people they cared for. They told us they addressed people by their preferred names and titles. They knew their likes and dislikes and people’s behaviours. They told us they treated each person as an individual and respected them.

Care plans indicated people’s preferences of how they preferred their care delivered. Care plans included people preferred names, likes and dislikes and if they had any cultural or religious needs.

People told us staff gave them choice about their care. One person said, “They come, and they do what I asked them to do. They inform me about what they are doing. They ask me what I want. I think the care staff are good.”

Staff told us they promoted people’s choices and independence. They gave us some examples of how they gave people control and encouraged them to be independent. One staff member said, “I always ask my client what they want. They tell me what they want, and I respect them.”

Care plans stated what people could do for themselves and aspects of their care that they needed staff to support them in. For example, one person was able to manage aspects of their personal care and staff promoted this.

People told us their needs were met. One person told us, “They help me with whatever I need.” One relative commented that staff maintained their loved one’s emotional well-being. They told us staff showed interest in them and spent time to engage and converse with them about their well-being and interests.

Staff demonstrated they knew people’s needs. They explained that before they left people’s homes, they made sure people were comfortable and had water and their emergency call bells within reach before leaving. They checked people's environment to make sure it was safe for them and asked people if they needed anything else.

At the time of our visit, some staff were very unhappy with the provider. They told us they didn't feel supported because the provider did not listen to them. They did not have opportunity to share their suggestions and concerns about the service. Staff were not getting opportunity to discuss their well-being and the support they required. Staff told us the provider did not take their circumstances into account when planning the rota or training days and felt they had lost their motivation for the job. They told us that this did not impact on the care they provided to people because they were committed to delivering good care to people. The provider told us they had improved their communication with staff recently and were contacting staff regularly to check on their wellbeing

There were no support systems and processes in place for staff to express their grievances and concerns. Supervisions and team meetings were not routinely taking place.