Collaborative Care Services 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.

This is the first assessment for this 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 70 (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. We observed staff engaging with people kindly and supporting people to maintain their dignity and respect. People appeared happy and comfortable in the presence of staff. Staff spoke about people in a way that showed they cared. A person’s relative described staff as kind and caring and told us staff knew how to get the best out of their family member.

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 knew people well. A relative told us, “[Staff] know [person] better than I do.” People had information within their care and support plans about their likes and preferences. People were supported to attend activities they enjoyed.

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing. For example, people could not always choose when to have a particular drink due to restrictions placed against them unlawfully. People were supported to be independent. Staff told us people were encouraged to complete their own household tasks such as the laundry and cooking. Staff told us they offered people choices including clothing, activities and food. We saw evidence of choices available to people.

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. During our visit we saw staff supported people with their wishes and needs promptly and in a supportive way.Staff told us of examples of how they responded promptly to people’s needs. One staff member told us, “When [person] had a rash, medical services were contacted, and the incident was documented. The quick and coordinated response ensured [person] received timely care and support.”

The provider cared about and promoted the wellbeing of their staff. Staff told us they felt valued in their roles and told us their wellbeing was promoted. For example, one staff member told us, “The service shows they value staff by listening to us, recognising our good work and encouraging teamwork. We are treated respectfully, and wellbeing is supported through appropriate breaks, rotations and access to supervisions or support if needed.” Another staff member said, “They always listen and resolve all of my concerns, and they treat me well. I have good shifts, and I get enough time off.” We saw that staff received awards from the service for any recognised good practice.