Real Social Care Solutions Ltd

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

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 and relatives told us staff treated them with kindness, compassion and dignity. Comments included, “[Staff] are very caring and compassionate, and I do overhear them talking to [family member] trying to get everything done without them getting stressed. Explaining what they are going to do and making sure they are happy.” Another person said, “The carers are very kind to us both and will even change my bed for me. They also keep an eye on the bins and take them out if necessary. I rarely have to ask.”

The provider treated people as individuals. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People told us they were treated as individuals and staff ensured they were aware of their strengths and abilities. One relative told us, “One of the main carers, [staff name] has been particularly good at identifying aids my [relative] would benefit from. Such as a Rotunda; a Rise Tilt chair and the hospital bed and was instrumental in helping to sort out getting those.” Whilst people’s care plan records lacked detail, people told us staff knew them well and were aware of their culture, backgrounds and routines. One person told us, “They [staff] know I enjoy going to the daffodil club at the Hospice for 4 hours every fortnight and they make sure I am ready to leave on time.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. One person told us, “They [staff] are very respectful and most of them understand my challenges and are just there to support me to continue to live at home.” Another person told us, “I choose what I want to wear each day and if I remember, I get my [relative] to bring my clothes downstairs ready, but carers sort that if not.”

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. One relative told us, “The [staff] did recently spot that [family member] was developing some small whitish marks on her body which I was told was the start of a bedsore, so they organised to start using some barrier cream.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Most of the staff told us they were supported by the management team. One staff member told us, “They [management] are very approachable and maintain an open-door policy. They lead by example, prioritising staff support and person-centred care. Rather than just giving instructions, they explain the rationale behind decisions.” Staff meetings had been completed to provide staff with an opportunity to discuss their wellbeing and any concerns.