Carers To You Limited

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 newly 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.

Feedback from people and their relatives was overwhelmingly positive about the caring approach of staff and the quality of support provided. One person told us, “Carers are respectful, very kind and empathetic. They are delightful” and, “Carers know what I like and don’t. I have a regular carer and if she is off and I get another carer in, they all know my needs and discuss things with me. They are fully aware of what I like.” Care records contained information about the people's preferences, routines and what was important to them. All staff spoke about people with genuine compassion and kindness.

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 told us staff knew their needs well and relatives also spoke positively about carers approach and how they supported their family members. One person told us t they were able to attend to some aspects of their own personal care, but carers would massage their back and neck at their request, to provide them with comfort and ensured they were comfortable before leaving.

People’s care plans included information about their backgrounds and preferences. This helped staff to understand people’s unique and diverse needs and to talk people about their interests. People were supported by a regular staff team who knew them well. We found staff were knowledgeable about people’s individual needs and how to meet them.

Staff treated people’s cultural and religious needs with respect. For example, they spoke of how important a person’s religion was to them and how they supported them in their daily living, including training that they had received for it too.

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

People were involved in planning their care and support. One person told us, “Carers give me choice, they come 3 times a week, I do like to be independent and they support me to be.” Care plans detailed what people could do for themselves and identified where support from staff was required. This helped staff to provide assistance in a way that promoted people's independence and respected their preferences. Where people were unable to be independent, relatives told us staff had adjusted to the person’s care and support needs. They were never in a rush to leave and always arrived on time.

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.

Staff responded promptly to people's needs. People who used the service could access a call bell system, where they could request care and support in between planned calls. A person who used this element of the service told us they did not have to wait long for support when calling for help and felt confident staff would attend in a timely way. A relative told us this service was invaluable and ensured someone was with their relative promptly when the call bell system was activated. This meant people experienced a service which was both responsive and reassuring. They felt confident that support would be available when needed, contributing to people feeling safe, maintaining independence and remaining in control of how they accessed care.

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 felt well supported by managers and colleagues and described a strong sense of teamwork across the service. They told us managers were approachable and available for advice and support when needed, which helped build confidence in their roles. One staff member told us, “They give a lot of support and guidance at work which is what you want. We have a good network there”. Structured systems were in place to support staff development and oversight of practice. These included regular supervisions, appraisals, spot checks and competency assessments, which enabled leaders to monitor performance and provide feedback. Staff had access to a range of training to support them in developing the knowledge and skills required to meet people’s needs.