Classic Home 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 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. Staff treated colleagues from other organisations with kindness and respect.
People and relatives were consistently positive about the care they received and described staff as kind, caring, respectful, skilled and reliable. One relative told us, “They take really good care of [Person] and always treat [them] with respect.” Another person said, “The staff are kind, well skilled and the regular carers are excellent.” People told us staff turned up as planned, communicated well and contacted relatives when needed. Spot checks by the provider also indicated people felt safe, respected and happy with the support they received.
 

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.
Care records evidenced staff knew people’s routines, relationships, interests and goals. For example, records described 1 person’s church community, family support and preference to remain independent, while another person’s plan included their interests in music, games, animals, colouring, Lego and family time. Another person’s care plan recognised their wish to remain at home, their preference for regular care workers and the reassurance they gained from talking about cats and dogs.
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
One person’s care plan focused on their choice around maintaining personal hygiene, managing health risks, promoting healthy eating, and maintaining social engagement and independence. Another person was supported to attend a day centre and community activities, while relatives told us a person was supported to go out and about and do lots of things with staff to maximise their independence. Staff told us how they encouraged independence and helped people regain confidence after changes in their health or circumstances.
 

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.
People and relatives told us support was flexible and adapted when needs changed. Feedback described carers responding quickly, involving people in decisions and providing personalised care. One staff member told us the team worked together when a person needed urgent support, so the person was not left without the care they needed.
 

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.
Staff described managers as approachable, supportive and professional. They said they had regular supervision, training, peer support and a positive team culture. One staff member said, “I feel listened to and supported, and management are always willing to help when staff need guidance or assistance.” Another staff member said the management team were approachable and willing to listen to concerns. Staff feedback collected by the provider showed they felt equipped to provide person-centred care, understood safeguarding, and valued the support they received to do their roles.