Archived: HLC Care Agency 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

We were not assured that people received care that promoted independence, choice and control. The principles of Right Support, Right Care, Right Culture were not met; The registered manager had not ensured documentation, including daily care notes used language that was respectful or empowering. We found one breach of the legal regulations in relation to person centred care.

This service scored 45 (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.

While the people we spoke to expressed that they were generally happy with their care, our assessment found care did not meet the expected standards. For example, care plans and daily care notes used language that was not respectful or empowering.

Staff were not always able to tell us how they supported people with choice and promoted their independence. One staff member we spoke with did not know people’s routines or how best to support them with choice and independence. Another staff member could give basic information about people’s daily routines and tasks they needed to complete, however, their knowledge around peoples’ choices and how to support them make these choices was limited, which reflected the lack of information in people’s care plans. Although the registered manager told us they provided good care to people, we found they lacked in-depth knowledge on how to support people, including how to promote their independence. The registered manager could not demonstrate how people were involved with their care reviews.

The registered manager had not ensured people had choice and control over their own care and to make decisions about their care, treatment and wellbeing. People’s care plans did not contain meaningful goals and aspirations. Care plans did not contain any life skills that people wanted to develop. People’s care plans were not empowering, for example one person’s care plan stated ‘[person] should be allowed to do somethings by themselves], the language used was not empowering, it also failed to detail what they can do for themselves. Also, one person’s care plan detailed if they needed ‘babysitting’, this was not respectful or empowering language when describing the support an adult needs. People’s daily care notes were very task orientated and staff did not always use language that was empowering or appropriate to describe people. For example, one daily entry detailed ‘(person) put up an attitude’.

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.