Gladstone Care 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.

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. People received support that was tailored to their individual needs by staff who knew them well.

People and their relatives consistently told us staff were kind and caring and received support that was tailored to their needs. People and relatives told us, “Staff make me laugh and nothing is too much for them”, “Staff are very kind and caring”, “Staff make the effort to talk to [Relative]” and “Staff know my likes, wishes and history.”

Staff 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, backgrounds and protected characteristics.

People told us staff communicated with them effectively and all people and relatives we spoke with reported people were treated as individuals and staff were accommodating to individual requests. One relative told us, “It has been humbling how much [service] do care and help bring comfort to [relative]. Staff took extra measures to give [relative] a shave and brush their hair how they liked it to make [relative] feel more normal.”

Care plans included robust information around people’s communication needs, as well as information in respect of cultural and religious needs. Care records were person-centred with evidence to support people’s individual needs and preferences were met by staff.

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us staff promoted their independence and allowed people to do what they could for themselves. Care plans included information about people’s interests and important relationships. Care records indicated people had been given choices and these choices had been respected.

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 were knowledgeable and insightful about people’s needs and how best to support them in a consistent and effective manner. One staff member told us, “We work with the same clients generally and build a relationship with them, we communicate with relevant professionals and report any changes, we document everything on our systems also.”

Managers cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Regular welfare checks were completed by managers in the service and managers were available daily to offer support to staff. Staff told us, “I feel I am treated well. The provider has always been fair and accommodating in an emergency. My workload is manageable” and “Management are always there to support you, you can call anytime for advice, I am happy with my rota.”

The service operated an open-door policy with the opportunity for anyone to go into the office for a chat in private. Managers encouraged and incentivised staff participation in meetings.