Gill Care Services

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

People and relatives told us they were happy with their care, were treated with dignity, respect and their individual needs met. They said staff knew how to communicate with them. Staff understood how to meet people’s needs and were confident people received good care. Professionals were complementary about the service and raised no concerns. Care records were person centered about people’s individual needs. Staff confirmed how to support people’s individual needs. Staff told us they were happy working in the service and felt supported.

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 were complementary about the care they received and were treated with kindness and dignity. They told us, “They are kind and caring and very patient with [Person]. I have rang them previously to thank them. They are very good with [Person]” and, “They ask if [Person] is ok and ask if it is ok to do what needs doing. They treat [Person] with dignity and respect.”

Staff understood the importance of ensuring people were treated with compassion, dignity and respect. They said there was sufficient time to talk to people. Comments included, “Definitely, people are treated with dignity, this is very important”, “There is enough time to sit and talk to people” and, “I respect and listen to people, this is important.”

No concerns were raised by professionals about the care provided to people. A professional told us, “I have had a very positive experience of this care service.”

People and relatives told us staff involved them in decisions about their individual needs. Comments included, “The service [Gill Care Services] is very efficient and they engage with us. I would give them 10/10” and, “I am really happy. They are really good, they look after [Person] well.”

Staff understood people’s individual needs, how to support them and they had good relationships with people and families. Staff said, “I know the clients very well, I see the same clients so we have built up a relationship” and, “People get good care and are safe.”

Care records were person centered and contained information about people’s individual needs and how to support them. People’s life stories were included, along with personal relationships, likes, dislikes and some activities people enjoyed.

Relatives told us staff supported people to make decisions and choices about their care. They said they were involved and staff listened to them. A relative told us, “We are happy with what they do” and, “We have as much care as we need. They are pretty good.”

Staff demonstrated their understanding of ensuring people were supported to be independent, given choices and control in relation to their care needs. Staff and the management told us they supported people with activities where this was part of their support needs. Staff told us, “This is the main thing (Supporting independence), I try to encourage people to do things for themselves whilst I am there to help them”, “I talk to people, make them feel comfortable and see what they would like to do” and, “We would ask them before doing something and what they would like to do activities and meals mostly.”

Care records were person centered and included information about people’s individual needs and choices.

People and relatives told us staff responded to people’s needs and took action if they had any concerns. They told us, “I have not needed to raise any concerns with them” and, “We are happy, I would ring the office if anything needed changing.” A relative told us about how the service had acted upon a minor concern satisfactorily.

Staff told us they linked in with families to keep them informed about people and involved professionals, if required. They said they understood how to communicate with people effectively. They confirmed that information about people was recorded in care records in relation to communication, according to their needs. Comments included, “We know them well and know when they need something, this is because we look after [person] all the time and [Person] knows us” and, “(Staff member) knows them well, (Staff member) sees them regularly. [Person] has a care plan, these are updated regularly.” The registered manager told us all staff were able to communicate with people effectively. They said they kept staff informed of any changes in people, this was shared with the management and the team as needed. We saw evidence of these during the assessment.

Staff fedback they were supported and undertook extra training where it was required. They told us, “I feel supported in everything. We have meetings and supervisions. Meetings are monthly any new updates are provided” and, “Yes I think it is good here, I feel safe and happy.” Management told us they ensured staff were kept informed and updated and had regular meetings and supervision with the staff team to support wellbeing and development.

All staff had access to a staff handbook. This contained a range of information to support them in their role. Policy and guidance was available and, up to date to guide staff. The training matrix confirmed all staff had undertaken the required training. This supported staff in providing people with care which met their individual needs. Staff records confirmed supervisions and spot checks were undertaken with the management and staff.