ICare (GB) Limited - Cannock Also known as Stafford

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

This is the first assessment for this service, we assessed all quality statements. At this assessment the rating for this key question is good. This meant people were supported and treated with dignity and respect; and involved as partners in their care. People were supported by kind and compassionate staff, who treated them with dignity and respect. One relative told us about an exceptional example regarding an incident where the provider and staff went above and beyond to support their family member. Daily records were detailed and confirmed staff supported people in accordance with their care plans. People told us staff supported them to maintain their independence and promoted their wellbeing. Staff told us they felt supported by the registered manager and received recognition for their work.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People and relatives told us staff were kind and respectful. One person said, “I can’t praise staff enough. Staff are very kind; they treat me with respect.” One relative told us, “The staff sometimes go over and above. They are kind and thoughtful with my [family member].”

Staff told us they respected people’s dignity and privacy. One staff member told us about how they respected a person’s dignity when carrying out personal care, they said “It’s important to treat people in the same way as you would want to be treated.”

Visiting professionals told us they received positive feedback from people and relatives over the care and support provider by staff.

Relatives told us people received personalised care. One relative told us the staff knew the person well and engaged with activities the person enjoyed. They said, “Knowing that my [family member] is being so well looked after by caring and committed staff is a real comfort to us all.”

Staff were passionate about the care and support they provided, and they told us about people’s needs and preferences. One staff member said, “I love working for the service and making a difference to the people we support.” Another staff member said, “Every person is different. The care plans contain all the history and health needs of the person. Although, it's still important to build the relationship and get to know them well.”

Care plans focused holistically upon the person and their home environment. Personalised details were clearly recorded, including for example, details such as where the person preferred to have their hairbrush stored or which room a person preferred to be supported to dress.

People told us staff encouraged them to maintain their independence. One person told us, “The staff encourage me to do what I can for myself, like clean my teeth, or have a wash.”

Staff gave us examples of how they promoted people’s independence. One staff member said, “Encouraging people to do as much for themselves is important. It's about trying to get people to do as much for themselves as possible. Such as helping to prepare a meal or cleaning their own teeth.”

Care plans clearly detailed people’s ability and recorded how staff were to support people to maintain their independence and achieve their goals.

People told us the provider responded to their needs quickly and assisted them to access health services when needed. Relatives told us the provider alerted them when people’s needs changed and kept them informed. We received 1 exceptional example regarding the provider’s proactive response to a person’s immediate needs. This consisted of feedback from a relative who was involved in a community incident whilst supporting their family member. The relative contacted the provider for assistance outside of the agreed call times. The provider responded straight away by contacting 2 staff members who were on their lunch break. The 2 staff members abandoned their lunch break without question and went to support the person straight away. The relative said, “The staff were brilliant. We were very lucky to receive support from them. Not many companies would have done that.”

Staff told us how they responded to concerns and emergencies, such as falls and health concerns.

Staff told us they received recognition and support from the provider. One staff member said, “We have employee of the quarter and year awards. Different staff win the awards at different times. It's nice to be recognised.” Another staff member told us, “The management team will listen to suggestions in team meetings. There is a sofa and fridge in the office now, this is an area for the staff to come in, have lunch, relax and have a chat. The management are very friendly, they are there to support us.”

The provider used several staff wellbeing initiatives such as employee of the year and quarter. We saw examples of staff who had been recognised. The provider used motivational stationary to help to instil the values of the service, these were given to the staff team. Notices on the board in the office displayed staff dignity champion certificates and staff recognition.