The Recruitment Partnership Also known as Total Care UK

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 provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this registered service. This key question has been rated 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. Find out what we look at when we assess this area and How we calculate these scores.

The provider 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 told us staff were kind and compassionate. One person said, “They [staff] treat me well. I know some better than others. [Staff name] to me is perfection, they talk to me a lot and we talk in general about what’s going on in the world.”

Relatives told us staff were compassionate when supporting their relatives, which was important to them. One relative said, “The staff are all kind and caring.” Another relative said, “The staff take their time and always make sure my relative takes their time doing things as they can get breathless. They are good with my relative.”

People felt respected by staff who promoted their privacy and dignity. One person said, “.”Yes, they [staff] protect my privacy and dignity very much so. When I first had the service, I was very shy, as it was a big change. They made me feel comfortable.” A relative said, “Staff protect my relative’s dignity, they never do anything sensitive around us as they ask us to leave the room to give them some privacy.”

The provider 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.

People and their relatives we spoke with confirmed staff treated people as individuals. One person told us, “Staff know how I like my care, they always listen to me.” One relative said, “Staff treat my relative as an individual. They do listen to their preferences as [relative’s name] is set in their ways and knows how they like things carried out.”

Staff we spoke with had a good understanding of the importance of recognising and respecting people’s diverse needs. They delivered personalised care which reflected individuals’ preferences, backgrounds, and cultural considerations. Staff knew people well and provided support in line with their expressed wishes.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People told us staff supported them to maintain their independence by giving them time to do things for themselves and asking what assistance they needed. One person said, “I decide what I want to eat and wear; the staff listen to me and help me how I prefer.”

People also felt staff supported their emotional and social wellbeing. One person told us, “The staff ring my relatives for me when I’d like to see them. If there are times they can’t visit, the staff are very understanding and take time to chat with me.”

Staff understood the importance of promoting independence, choice and control. One staff member said, “I always ask what people want me to help with as they may feel more able one day than another. It’s important for people to be as independent as possible.

The provider 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 their relatives told us staff were responsive to their needs. One person said, “I normally have the same two staff who know me really well and know if I’m not myself. If I have different staff on occasions, they don’t know me as well.” A relative commented, “The staff know [relative’s name] well. If there are any marks on their skin, they let me know so I can contact the GP if needed.”

Staff described how they listened to and understood people’s views and wishes, and how they recognised when someone was unwell. One staff member told us, “I have regular people I support, so it helps me understand how they like their care and to recognise when they are unwell.” Another staff member said, “If a client is very poorly, I ring the office who advise me what I need to do, like calling an ambulance.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they were supported by the provider and management team. One staff member said, “The registered manager is very supportive, and I know I can speak with them anytime I need to.” Another staff member said, “[Registered manager’s name] is really good, if there are any issues with my rota it gets sorted quickly.”

Staff told us they were given enough time to get to each visit and enough time with people, this meant staff wellbeing was considered when rotas were completed, and people received the care they needed in an unrushed way.

The registered manager explained how they supported staff to ensure they maintained their wellbeing. They said, “I monitor the rotas and make sure staff are not picking up too many hours as this would affect their wellbeing. I make sure staff visits are as close together as possible, so they have enough time to move between calls and provide the support as required.”