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 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.

We observed the person interacting with staff and saw they were comfortable around them and were able to approach them with confidence. Staff spoke about the person they supported with kindness and respect. They knew the person well and understood how to help them feel safe and assured while providing care.

Staff understood the person’s routines and behaviours and ensured the person had the information they needed about their day to help them manage their anxiety. The person’s care plan supported this with guidance for staff stating, ‘Knowing what to expect throughout the day reduces stress levels’. Staff shared with us how their understanding of the person had improved how they supported them. One staff member said, “As we are getting to know his behaviours more, we always try to prevent escalations. We now know him better, we were told he only uses single words, but now he uses shorter sentences. If you know him, you can tell by his facial expressions how he is feeling.”

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.

The person’s individual needs were considered, and their life experiences were reflected throughout guidance about how they wanted to receive support. Staff recognised the importance of the person’s individual personality and preferences and adapted their ways of working in accordance with their needs. Risk assessments were detailed and offered guidance to staff about how the person preferred to be supported to take part in activities they enjoyed.

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

Staff promoted the person’s independence and supported them to make their own choices. By understanding their communication needs and triggers that may cause them distress, staff were able to promote a positive environment in which the person could have as much control over their life as possible.

Staff shared with us how they encouraged the person to make their own choices. One staff member said, “We always ask him what he wants to watch, we ask him to choose. Even though we know what he's very likely to choose. Same with food, involve him in choosing. He will give you confirmation by laughing, or a small smile. You know everything is ok. When staff are laughing he joins in. If he's not happy, he'll show you signs.”

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 available to respond to the person’s needs. The person’s support was monitored daily, and staffing levels were consistent with the person’s care plan and requirements.

We observed staff were available to the person when they needed them and any changes to the person’s care needs were reviewed by the registered manager to ensure sufficient staff were on hand to provide support.

The management team shared examples with us of how staff had responded promptly where the person had been in pain or required medical support. In these situations, staff’s knowledge and training meant they were equipped to respond to the person’s immediate needs.

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.