Care By Us 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 Outstanding. At this assessment the rating has changed to Good. This meant people were supported and treated with dignity and respect; and involved 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 and their relatives, in the main, gave positive feedback about staff. One person told us, “I do get on very well with all my carers, they are all extremely nice.” Another person told us, “They (staff) are a nice bunch of people, and they help me a lot.” A relative told us, “They (staff) treat [relative] with great care and respect. They are wonderful.”

People’s care plans detailed their care preferences and included information on their background, history, faith and culture.

Assessments and review processes in place provided opportunities for this information to be reviewed, ensure that it remained current and further detail to be included if shared by people, and their relatives where applicable.

Feedback received from partners was limited but confirmed they found staff to be approachable, helpful and kind. They confirmed they had not experienced any occasions where staff had not supported people with dignity.

People told us they thought staff treated them as individuals, however we received feedback that receiving care from consistent staff would support this further. One person told us, “I would say that they treat me as an individual.” Another person told us, “They (staff) always listen to me and talk with me about things that interest me.” Another person told us, “The trouble is that we get so many different carers that I have to keep on telling them.” A relative told us, “[Relative] just doesn’t have regular carers that know [them] well.”

Staff told us they got to know people as individuals via the information in their care plans. However, some expressed that they didn’t always have the time to spend with people outside of delivering their immediate care tasks.

Staff told us they felt they had the opportunity to build rapport with people and get to know more about them through general conversation and this increased when they were assigned to providing care to the same people on a regular basis.

People’s care plans detailed their care preferences and included information on their background, history, faith and culture.

Assessments and review processes in place provided opportunities for this information to be reviewed, ensure that it remained current and further detail to be included if shared by people, and their relatives where applicable.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

Processes were in place to seek feedback from staff however it was not always clear how this was used as staff told us they did not always know the outcome of the feedback they gave.

Several staff shared concerns with us about the leadership and management in place and how this impacted on their wellbeing at work. We shared this feedback with the provider who advised they would take action to address this.

The provider had recently introduced a new staff engagement process. Whilst this had not yet been embedded at the service, it provided staff with increased opportunities to discuss their wellbeing, which was the focus.

Staff surveys had been completed at all areas of the service. We reviewed the results, which had been shared with staff, but found there was no action plan in place to address some of the areas of concern that had emerged.