Rance Healthcare 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.

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 80 (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 treated colleagues from other organisations with kindness and respect.

People and relatives spoke positively about the staff team. One person told us, “They [staff] are brilliant, all of them, I must say that. They are so kind, we laugh and joke, nothing is too much trouble for them.” A relative said, “The carers are absolutely amazing. They give [person] continuity of care.”

Staff spoke about the people they supported with kindness and respect. They knew people well and understood how to help people feel safe and assured while providing care. One staff member told us, “If I can see an improvement in the person I’m giving care to, that’s the main thing.”

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.

Several people told us that aspects of their care required cultural, linguistic, spiritual, racial, gender and learning disability awareness and everyone we spoke with felt staff were sensitive to those needs and had the skills required to support people well. People told us staff supported them with religious and cultural needs, and some people were supported to join online worship events.

A relative told us, “My son makes choices, they [staff] treat him as an equal. I would say they understand his learning disability. I’ve recommended them to 5 other people. They respect and understand his cultures, diets and physical needs. Originally, he was apprehensive about female carers. Now he is more relaxed with them but gets male carers from Rance.”

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

People told us they were able to make their own choices. One relative told us, “[Person] normally comes downstairs. Carers asked her if she wanted to go down, but she didn’t feel up to it so her care was given upstairs in the bedroom. [Person] chooses her clothes and leaves it up to me to put the clothes out for her and the carers.”

Care plans contained guidance for staff about how people should be supported to make their own decisions, where possible. Staff were able to describe how they promoted people’s independence and encouraged them to do as much for themselves as possible, including aspects of personal care. One person said, “I’m very independent minded, I can heat up food and eat and drink myself, the carers let me do what I can.”

The provider was exceptional in how they 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.

People told us staff were responsive to their needs. People and relatives shared examples with us of how staff had responded quickly in the event of an emergency. They also described how staff went above and beyond to support people, such as purchasing shopping for them or staying longer than the planned call so people could enjoy their activities. A relative told us, “I know the owner who comes sometimes to see that I’m okay. If I want to go somewhere they will send a carer; they said just let us know. Sometimes they bring fruit for [person] and send her a birthday card. The office is easy to get through to.” Another relative said, “I do think it runs well, some of them go above and beyond. The managers make sure to respond to anything that I contact them about. The manager has helped to swap [person’s] bed and has also given direct care personally. They phone to check if all is well and are easy to talk to.”

The registered manager shared how they worked proactively to support people’s family members. For example, staffing hours were changed to allow staff to stay beyond agreed call times so relatives could take a break from their caring responsibilities.

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

Staff spoke positively about the registered manager and the nominated individual and told us they felt supported by the management team. One staff member said, “In supervisions we are listened to, we can see any changes we have suggested. I feel supported because I receive training. Some training in learning disabilities recently made me think about my practice. It made me pay more attention to how I support people’s decision making.”

Where staff had specific cultural or religious needs, these were recognised by the registered manager. Staff told us their needs were considered and they were supported to attend religious festivals or places of worship.