Grossdale Care Agency Also known as Fountain of Hope Care Agency

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

Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At our last inspection we rated this key question good. At this inspection the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care. This service scored 75 (out of 100) for this area.

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.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and their relatives were positive about the kind and compassionate attitudes across the whole staff team and told us staff treated them with respect. A relative added, “The carer is very pleasant and always chats nicely with [family member]. They don’t rush and they take their time. [Family member] is always treated with dignity and respect.” Staff told us the registered manager monitored how they engaged with people during spot checks to ensure people were treated with kindness, compassion and dignity.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff had access to information about people’s culture and background before they started working with them. A staff member said, “I understand people’s culture and their preferences for food and drink. I treat everyone fairly and with respect. One client really enjoys food from their own culture and I have learned a lot about different dishes.”

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People and their relatives had positive experiences in how the provider ensured they were fully involved in all of the decisions related to their care. A relative told us staff encouraged their family member to be independent and be in control of their care as much as possible. A staff member said, “I help [person] with moving around the house and doing some personal care where they need some assistance. I listen to what my client has to say and respect their decisions regarding what help they need and don’t need.”

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People and relatives told us staff were responsive, and communicated and interacted with them in a kind and compassionate way. A person said, “The service is very good, and definitely responsive to things I need. They are very helpful and take action if anything is wrong.” A relative commented, “Yes, the service is excellent and the carer makes sure [family member] is comfortable all the time and helps them if there is anything wrong.”

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff said they were well supported by the provider and told us their wellbeing was taken seriously. A staff member said, “I have known the managers for many years. We work together well and I feel involved in the service. They keep me up to date and check I am OK.”