Care Delivered 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.

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.

People were treated with kindness, empathy and compassion and staff respected their privacy and dignity. People and their relatives were positive about the kind and compassionate attitudes across the whole staff team and confirmed staff valued and respected them. People had regular care staff who knew them well and had built trusting relationships with them. Comments from relatives included, “Staff communicate really well, they are very friendly and are always smiling. My [family member] really likes the carer. I can see they smile when they are here which is good, so the relationship works really well” and “They [staff] have been very caring from day one and I can see they care about [family member], the same way they would look after their own family members.”

The registered manager told us a key part to ensuring their staff treated people with kindness was through spot checks and observing how they interacted with people. They added, “Along with discussing it in training and through our feedback surveys, we monitor in spot checks so we can see that people are treated in a respectful and dignified way."

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, cultural backgrounds and protected characteristics. Where possible, the provider matched staff with people who shared cultural backgrounds and spoke the same language. People and their relatives told us this was an important part of their care and helped with communication and delivering quality care.

We saw staff completed multiple shadowing sessions before they started working with people which helped them better understand people and what was important to them. Comments from relatives included, “Staff really care about my [family member] and they call them ‘uncle’, as they understand our cultural needs. They are so respectful and we have had no issues. I would recommend them for other people” and “This is a key point about staff speaking the same language. We have had issues with this previously from other care agencies. They have been able to provide staff who speak the same language and this helps to reduce confusion and distress and makes my [family member] feel much more comfortable."

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The provider had introduced a ‘Care Charter’ since the last inspection that outlined their mission and core values, known as the ‘10 Golden Rules.’ These principles emphasised promoting dignity and independence, encouraged informed choices, maintaining professional boundaries, and committing to continuous improvement. We saw staff were regularly reminded about this through their training and supervision and it was also monitored during spot checks.

People and their relatives had positive experiences in how the provider ensured they were always fully involved in decisions related to their care. Relatives told us the provider listened to them and were very patient during their initial assessments and service reviews. A relative added, “They really took their time to understand our needs.” Another relative was pleased with how all staff made sure their family member was always involved, even if they did not always fully understand what was happening. They said, “They [staff] still speak with them, explain the steps and involve and engage with them."

The service 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 had a good understanding of people’s needs and knew how to respond to situations to help reduce any distress or if their health deteriorated. There was clear information in people’s care plans for how staff should respond in the event of an emergency or if staff noticed a change in their wellbeing. Staff told us they were confident in following any emergency protocols and confirmed this was regularly covered in training sessions, team meetings and supervision. We also saw the registered manager had supported a person to a medical appointment at short notice as nobody else was available to take them.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. People were supported by a staff team who felt valued and appreciated. Staff told us the management team had a strong focus on their health and wellbeing. Comments from staff included, “I feel supported by my manager and the team leader and they are always quick to respond when I need advice or support. They care about my wellbeing and how I am feeling. They always ask if there is anything that they can improve on. It is a nice place to work and I feel part of a good team” and “Positive acknowledgment of my progress and accomplishments has been motivating and reinforces that my work is valued.”

The registered manager demonstrated a good awareness of staff needs and had implemented initiatives to promote their wellbeing. These included recognition schemes such as incentives and awards, along with a weekly office drop-in session where staff could access advice, guidance and additional peer support.