Residential Care Providers 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 service 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 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Feedback we obtained from relatives indicated that they were confident their family members were well cared for and supported by a staff team who genuinely cared for them. A relative told us, “Care staff are kind and very friendly.” Another relative told us, “Care staff are very kind and caring.”

There was warm and respectful interaction between staff and people who used the service. The way staff and the registered manager communicated with people was clear, kind and caring. We observed people being comfortable and at ease with staff and the registered manager.

People received care from a consistent regular team of care staff that they were familiar with.

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.

Staff had a good understanding of each person’s preferences, behaviours and individual communication styles. This helped staff to understand people’s individual needs, identify early signs of distress and provide necessary support.

People’s care plans detailed their individual needs and preferences.

Staff supported people to engage in activities and social opportunities, which reflected their individual preferences and choices. The registered manager explained that people were supported to take part in activities they were specifically interested in. For example, a person was supported with yoga sessions and another person was supported to take part in music sessions as they had a particular interest in this.

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

Care plans identified what people could do independently, where they needed support, and how they preferred their support to be provided.

People were supported to be in control of and make choices about all aspects of their care. Staff offered choices to people, such as what they wanted to eat or how they wanted to spend their time.

People were encouraged and supported to access the community, develop skills and pursue their personal interests. Staff balanced safety with independence, using their knowledge of each person’s risks and needs to tailor the level of support they provided. Staff supported people’s individual social and leisure interests. One person enjoyed visiting and exploring museums and was supported by staff to do this. Another person preferred quieter activities and this was respected and supported by staff.

People were supported to maintain relationships which were important to them and had access to their families and advocates where needed. People had visitors to the service and families were actively encouraged to visit. There were no restrictions on visiting.

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.

We observed staff being genuine and compassionate with people and were supportive of what they were saying or doing. There was an easy relaxed but professional approach to care and support.

A relative told us, “The staff are able to meet [my family member’s] needs. They know [them] better than I do.”

Staff supported people to engage in things they enjoyed and made them happy. Where people became unsettled, staff were trained to respond and followed care and support plan guidance on how to respond to risk escalation or to people’s changing needs.

Staff were consistently responsive to people’s needs including sitting with them when staff identified they needed reassurance, responding to requests to go out and providing people with information when they needed it.

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

Staff felt the provider valued and respected them and for the work they did in supporting people in the home. Staff talked with pride about caring for people and how supportive and inclusive the management team were.

Staff were able to contribute to the development of the service. They felt listened to and their views and ideas acknowledged, being involved in the day to day operations of the service.

Staff supervisions, appraisals and staff meeting minutes showed how staff were supported and there were opportunities for feedback. 

Staff morale was positive. Staff told us they felt valued working at the service and were given opportunities to develop within the service. A member of staff said, “This is a good place to work. There are opportunities to progress here.”