Registered Office

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 assessment for this newly registered 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 employed their own care staff directly. When asked about the specific role of care managers, 1 person told us, "Case managers are caring and I can communicate with them very easily. The case manager has made it so much more bearable. Without [case manager], I don’t know how we’d manage. It’s an essential service.”

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. People's care plans were personalised and specific to them. The provider’s approach to case management was focused on people and developing care plans and packages of support that were unique and specific to them as individuals.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us case managers helped them maintain their independence and supported them to make decisions that were in their best interest. One person told us, "[The case managers] always listen."

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's care needs were identified and people were supported to recruit their own care team to meet their needs. On-going reviews ensured that people's needs continue to be met if anything changed. One person shared their personal story with the provider and explained how the support they received had helped them, “Learning to live with a spinal cord injury is daunting and you need someone you can trust to help you navigate the many things you now need and have to think about. That’s exactly what happened when I met [case manager], I knew I didn’t need to worry. Reading back over all the things that [case manager] has helped with me with just shows how valuable her knowledge and expertise in spinal cord injury case management is. I can’t thank [the case manager] enough. I have had the best advice, guidance, recommendations and, above all, support. This whole part of my rehab journey wouldn’t have been possible without their help and for that I will be forever grateful. Now we can move on to the next phase and I’m looking forward to it.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled them to always deliver person-centred care. Case managers were self-employed and ongoing support, training and development sessions were put in place for them by the provider.