Progressive Support Services 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 – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment 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 65 (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 treated people with kindness, empathy and compassion.

People and relatives told us staff provided kind support. One relative told us, “They are very respectful carers”; while another relative said, “They are very obliging.”

The provider told us how staff training and supervisions were used to reinforce to staff the importance of them providing kind and respectful care to people.

Staff explained how they treated people with kindness and dignity, which included how they supported people when they received personal care.

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences.

Care plans did not always reflect people’s individual needs and preferences. For example, people’s care plans failed to make accurate reference to how people’s health needs needed to be met by staff. This meant people were at risk of their individual needs not always being consistently understood by staff.

People and relatives told us most staff took time to get to know them and understand their individual needs. One person, said, “They know I like an early call, and they always try to be obliging.”

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

Leaders did not demonstrate an awareness of the ‘Right support, Right care and Right culture’ guidance, and people’s care plans did not always refer to the principles of the guidance. This meant autistic people and those with a learning disability who used the service were at risk of their needs not being appropriately understood and met by staff.

The feedback we received from relatives was mixed. For example, 1 relative told us, “My [relative] is trying to keep their independence as much as possible; the carers are aware of this and don’t take over.” While another relative stated, “I think the carers could help encourage [my relative] to eat more for themselves.”

Staff responded to people’s needs in the moment.

Records showed people received support at agreed times, and the provider told us people’s call times were monitored by the office on a daily basis. Most people and relatives supported this, with 1 person saying, “They are always on time. If they have been held-up they give us a call.”

Most people and relatives told us staff had a good awareness of people’s needs and provided timely care. One relative stated, “Once, the carers spotted some marks on [my relative’s] body. We took a photo for the doctor, who prescribed some cream they could use.”

The provider cared about and promoted the wellbeing of their staff.

The provider explained how they ensured they could always be contacted by staff, and how they appreciated the work staff were responsible for. The provider demonstrated a commitment to providing staff a positive work-life balance.

Staff told us they felt listened to and very well-supported by the provider. One staff member told, “They are good and supportive”; while another said, “The office are always available should I have any queries.” This contributed to a culture in which staff felt respected and valued.