Tender-Care Services 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.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.People told us staff treated them with kindness, dignity and respect. A person said, “They are all kind, caring and compassionate.” Another person said, “I have found all the staff are friendly, kind and helpful.” A relative agreed and said, “The carers have great empathy, and this can’t be learnt it is natural. They are kind to my loved one and also listen to their guidance.” The registered manager told us they worked with people to achieve their wishes, and they were confident in the staff team and their approach.Staff knew the importance to show kindness, compassion and dignity. We were given examples of how staff carry this out. A staff member said, “Kindness is one of the greatest qualities I can offer. I always treat people with respect, compassion, and empathy. Day to day, I showed dignity to clients by knocking before entering, explaining what was happening, using the person’s preferred name, preserving privacy during personal care and speaking to the person rather than about them.”

The service 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.People told us they were treated as individuals. One person said, “The staff are good, they listen to me and take on my perspectives and understand that I know about my health conditions and abilities.” Another person said, “I feel I am an individual to them and not just a number and I feel like this because they are my friends as well as my carers.” A relative agreed, they told us, “It is the upmost dignity, respect and most importantly compassion is given to my loved one.” Staff understood the need to treat people as individuals. A staff member said, “I show kindness, dignity and respect to my clients by treating each of them as an individual, allowing them to make their own choices, listen to their wishes, and treating their home with respect.”

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.People were supported to have control over their lives. Staff told us they provided encouragement and support while promoting independence.A person told us, “I feel I have built a rapport with the staff and they will not take over and understand I want to stay independent as possible despite my condition.” One staff member said, “It is important to support people to be independent because it helps maintain their confidence, dignity, and quality of life. Encouraging people to do what they can for themselves helps them stay in control of their own lives.”

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress.People and their relatives told us communication was effective at the service. A person told us, “The staff know exactly what to do and do it well. If I need any additional tasks this is carried out and they are happy to do this for me. They listen to my direction.” Records showed staff continually supported people’s individual needs. Staff responded without delay, to ensure people remained comfortable and received the support they needed. A staff member said, “I am always adapting to the situation of that day. For example, a person who is diabetic may need breakfast immediately if their blood sugar is low.”

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.Wellbeing was a focus for the provider and the registered manager. There were several recognition schemes, including employee of the month and an annual Tender-Care awards recognition celebration that had several different categories, staff and people voted for individuals in these various categories. Where needed additional adjustments had been made to support staff and reduce barriers. The provider told us about support they offer the staff team, this included loans for staff, free yoga class, discount cards and regular all staff dinners. Staff felt supported, a staff member said, “I feel very supported, when I call the office for whatever reason they always act straight away and help sort out the issue.”