APT Care Limited Also known as Chaucer House

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 partnersin their care.

This service scored 80 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People and relatives consistently described staff as kind, respectful and caring, with strong relationships and trust evident. People told us staff took time to talk with them, build rapport and provide reassurance, helping them feel valued and at ease. Comments included, “They are like my friends,” and “I look forward to them coming.”

People confirmed staff always protected their privacy and dignity. One relative told us that staff’s cheerful and respectful approach had helped preserve the dignity of their family member, who was not used to receiving personal care support previously.

People told us staff went well beyond task-based care, responding to emotional needs and supporting well-being through meaningful interactions. Comments included, “They go above and beyond and will always pop out and get something for me if I want,” and “We have good conversations, which is important to me.” Small but thoughtful gestures, such as making a cup of tea before leaving or greeting people warmly, helped people feel comfortable and cared for.

Staff described how they prioritised emotional well-being by recognising individual routines, preferences and communication needs. One staff member said, “I have time to talk with people and build positive relationships, which helps them feel comfortable and supported.” Staff also demonstrated a strong commitment to inclusion and reducing isolation, volunteering their own time to provide Christmas meals and seasonal gifts, such as Easter eggs, for people who may not have family or friends. One staff member told us, “We go beyond basic care by celebrating important moments, bringing joy and creating meaningful memories.”

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 plans captured information about people’s personal histories, likes and dislikes, and cultural and religious needs. Staff used this information to deliver personalised care. People and relatives told us staff knew them well and adapted care accordingly. Comments included, “They know my likes and dislikes,” and “I like the same routine and they follow that, and she knows what I need. This is good for me.”

One person told us they had requested female staff only, and this preference was consistently respected. People also said staff listened to feedback and made adjustments where concerns were raised.

Care was delivered in a culturally sensitive way. Staff described how care plans included information about people’s religion, culture and language, and that care workers were matched where possible to support communication and understanding.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and well-being.

People told us staff worked with them to understand what mattered to them and supported them to make decisions about their daily lives wherever possible. Comments included, “They always listen and take on board what it is that I actually need,” and “I feel they are really interested in what I have to say and look into why I might be feeling a certain way.” Staff described how they encouraged people to do as much as they could for themselves and offered support only where needed. One staff member said, “I encourage people to do as much as they can and give them options, so they stay in control of their day.”

Staff also supported people to maintain relationships and stay connected with their community where this was part of their care plan. One person told us, “They help me to get out into the community by taking me shopping, which is good for me on many levels.” A relative added, “My [family member] is well supported to still meet up with his friends at the pub - which was always part of his life and when they bring him back, they always make sure he has everything.”

Where people were unable to leave their home, staff supported independence in other ways, such as ensuring people had access to phones or other technology to stay in touch with others.

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 staff acted quickly when needs changed unexpectedly. One person said, “One time they came straight back when I needed them for something all of a sudden.” People and relatives were confident staff knew how to respond in emergencies and escalate concerns appropriately.

Relatives provided positive feedback about staff communicating effectively and respecting people’s wishes, including for individuals with communication difficulties. Staff were described as skilled in recognising non-verbal cues, such as when someone was in pain or distress.

Staff told us they monitored for changes in people’s needs and escalated concerns promptly to supervisors. One staff member explained, “If I came across somebody that was ill and needed medical attention, I would report it to the office. If it was an emergency, I would call an ambulance.” Staff also described sharing information through agreed communication channels to ensure their colleagues were aware of changes and could respond consistently.

The provider cared about and promoted the wellbeing of their staff which supported and enabled staff to always deliver person-centred care.

Most staff told us they felt supported and valued and knew how to raise concerns if needed. One staff member said, “APT is a good place to work; they don’t only care about the people we support, they care about the carers as well,” while another told us, “I feel valued by the organisation and know I can contact senior management if needed.” Records showed high levels of staff satisfaction overall, with strong confidence in leadership, pride in working for the organisation and a high willingness to recommend the provider as a place to work.

Staff described feeling safe at work, including when lone working. Clear lone-working procedures, guidance and team support helped staff feel confident and protected. One staff member told us, “I feel safe at work, including during lone working, as I have clear guidance and support from the team.”

Staff also spoke positively about access to training and opportunities to develop their skills. The majority of staff reported workloads were manageable, although some described occasional pressure at peak times, such as during holiday periods or celebrations, when staffing felt more stretched.