Rapid Care

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 70 (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. Feedback from people and relatives about the care provided by staff was positive. Comments included, “Staff are caring, kind and compassionate.”, “carers are very friendly to [loved one] …[their] face lights up when [staff] come in and they have a bit of banter.” And “Staff are gentle and careful when using the hoist to help [loved one] move.” Staff supported people with kindness and compassion. They knew people well, their needs and how they liked their care delivered. The provider had oversight of the quality of care being delivered by staff through regular spot checks of the care provided.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Some relatives gave examples of how staff respected their loved one’s personal preferences and interests. A relative said, “The staff understand [loved one’s] preferences, including [their] preferred shower time.” Another relative said, “Staff know [loved one] likes books, so they always bring different books for [them]. Staff were knowledgeable about the people they supported and were mindful of their individual strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The provider and staff team promoted people’s independence and supported them to have choice and control over their own care, treatment and wellbeing. A relative told us, “The staff listen to [loved one], there is a particular top [loved one] likes to wear, so they always dress [loved one] in that top.” Staff gave examples of how they supported people to make choices and maintain their independence. A staff member said, “Give people choices, things like clothing, where they want to go, if they want to wash or shower and what they want to use during that. Perfume or anything like that. It’s about asking and building that bond with the person."

The systems and processes within the service were not always being operated effectively to ensure that the provider had oversight of what people’s immediate needs were and whether these were being met. For example, staff raising changes or concerns with people’s care. This meant administrative actions required to ensure people’s immediate needs were being met had not always been completed in a timely manner as evidenced under the safe domain for example in relation to missed medicines.

However, staff responded to people’s immediate needs during their care calls. Feedback from people and relatives was positive about the care provided by staff. A person shared, “The carers are good at what they do, they are attentive, helpful and always try to engage in conversation.” A relative said, “Carers are patient and attentive, helping [loved one] to feel comfortable during personal care.” People and relatives fedback that the service was flexible when needs changed to put in additional care calls. A staff member shared an example of when they had supported a person following a fall to successfully re-build their confidence and begin to mobilise again.

The provider cared about and promoted the wellbeing of their staff. Staff told us their well-being was supported, and they were enabled to complete their roles through adequate training and supervision. Staff felt listened to when they raised concerns. One staff member gave an example of changes that had been made to their rota to support their personal needs.