Compassion Care 24/7 Supported Living 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.

This is the first inspection for this 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. People consistently told us staff were kind, respectful and supportive. One person said, “I’m very pleased with the carers… they never want to just rush or get out straight away.” People described staff as lovely, kind and positive, and a person said having carers felt “like having family coming in.” Relatives also shared positive feedback, including, “They are very flexible and adaptable,” and “They are very pleasant and very willing to do anything you ask them.”

Staff had completed training in dignity and respect and described actions they took to maintain privacy, such as closing curtains during personal care and always seeking consent. Overall, interactions we heard about demonstrated warmth and compassion.

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. Staff understood people’s individual needs and preferences. People told us care staff respected how they liked things done; one person said, “They know me as a person, we understand each other.” Staff described tailoring care to individual preferences, saying, “They tell us what they want, and we do things how they like them to be done.” Care plans contained individual information, and staff had a good understanding of people’s routines, backgrounds and what mattered to them. One staff member said they built relationships through conversation, explaining, “I chat with them about their day and their family, things meaningful to them.” While documentation about communication needs had required updating, this was addressed during the assessment, and people told us staff communicated with them effectively and respectfully.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People said staff promoted independence wherever possible. One person told us, “They never force me. They offer me a wash or a shower and let me choose.” Another said, “They encourage me to do what I can for myself.” Staff described supporting choice by offering simple options and respecting decisions, including when people declined personal care. One staff member said, “If they say no, we try later and document it so another staff member can try.” Relatives confirmed staff supported independence, with 1 saying carers helped their family member work towards goals such as getting out more. People consistently felt in control of their care, and staff demonstrated a clear understanding of how to maintain people’s autonomy.

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 felt staff responded promptly and sensitively when their needs changed. One person told us, “They will do anything I ask,” and another said staff were “proactive” in helping plan goals. Staff gave examples of responding quickly to emergencies, including calling paramedics and notifying the office. One staff member described finding someone unwell and said, “I called emergency services straight away.” People confirmed the office team supported changes to planned visits, such as longer calls after an incident or help attending hospital. Relatives described the service as responsive, saying, “They get back to me in minutes,” and that issues raised were resolved quickly. This showed staff recognised risks and took appropriate action to keep people safe and comfortable.

Leaders promoted a supportive culture where staff felt valued, enabled and cared for. Most staff described the service as a positive place to work. One care worker said, “Compassion Care is my second family,” and another told us, “I get lots of support with anything, work or personal.” Newer staff reported they were helped to settle into the UK, with 1 saying leaders supported them “with lots of things not just to do with work.” Staff consistently said they could speak to leaders at any time, and felt listened to. One told us, “If we need help, we can always call [office staff member],” and another said, “Any problems, they [office staff] sort it out.”

Staff wellbeing was supported through flexible rostering and allowances for personal commitments. Several staff confirmed they received time off for appointments or childcare, and live‑in carers confirmed they received guaranteed daily breaks. One said, “I always get my time off each day – they send another carer to cover me.” Staff felt training was accessible and ongoing, describing “lots of training” and clear monthly reminders of what needed to be completed. They said this helped them feel confident and able to provide good care.