Caring@Home 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 requires improvement. At this assessment the rating has changed to 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 treated people with kindness, empathy and compassion, and respected their privacy and dignity. Staff also treated colleagues from other organisations with kindness and respect.

Care plans included detailed information about people’s likes, dislikes, life history, hobbies and what was important to them. We also saw photographs showing staff engaging with people in their hobbies, events, and birthday celebrations.

One person told us how staff had rung them while in hospital to see how they were getting on.

Feedback from people and family members consistently described staff as friendly, intuitive and highly skilled. Care was likened to support from friends, with staff praised for their patience, understanding and conscientious approach, and for having an almost instinctive understanding of people’s care needs.

The provider treated people as individuals and ensured that people’s care, support and treatment were tailored to meet their individual needs and preferences. They took account of people’s strengths, abilities, aspirations, culture, unique backgrounds and protected characteristics.

We saw that care plans captured people’s social, cultural and religious preferences and included detailed information to support personalised care. People and relatives shared positive feedback about staff understanding individual needs. One relative told us, “They know what triggers [relative] and understand what upsets them.”

The provider promoted people’s independence and ensured they were aware of their rights, with choice and control over their care, treatment and wellbeing. People were supported to maintain independence wherever possible, with care adapted to their individual needs.

We saw documentation on the day of inspection that supported the promotion of independence, including prompting people where appropriate and offering choice around food and fluid intake.

One person told us, “Staff understand that I am a very independent person but recognise that I need support with some things. I am supported by a carer who is present when needed and unobtrusive when not. I have received positive feedback from others, who commented on how sensitive the support is and how staff know when to help and when to step back.”

Staff demonstrated a clear understanding of people’s rights, telling us that individuals have the right to make their own decisions wherever possible, even if those decisions may be considered unwise. They explained their role was to guide and support people, not to override or force decisions.

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 discomfort, concern or distress.

People spoke positively about how staff recognised changes in their health and responded appropriately. One person told us, “I have several health issues, and they know what to look for. I had a medical emergency once and they made sure I was safe and called an ambulance.”

Staff described clear actions they would take in response to incidents, explaining that their first priority was to ensure the person was safe, contact emergency services where needed, and inform the manager or on‑call senior. Staff gave examples of responding to falls and medical emergencies, staying with the person until help arrived and reporting concerns to management.

The provider promoted the wellbeing of their staff and supported them to deliver consistently person‑centred care.

Staff spoke positively about their working conditions and the support provided by management. They told us they were able to take regular breaks and were supported to take time off when needed, including in emergency situations. Staff explained that rotas were completed weekly and, although changes could occur, these were communicated clearly and in a timely way.

Staff said they felt well supported, valued and listened to. They described receiving positive feedback and recognition from managers, including follow‑up emails acknowledging good practice. Staff told us they felt able to speak openly with managers and senior staff without hesitation and did not experience discrimination.

We saw evidence that staff were supported through training, observations, supervision and weekly catch ups to maintain good practice and high‑quality care.