Community Clinical Care 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 assessment 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.

The provider treated children and their families with kindness, compassion and dignity and respected their privacy and individuality. Family members consistently gave positive feedback about the care provided, with one parent describing the service as, “The most professional, trustworthy, reliable and decent service”

Staff understood children’s needs well and worked in a caring way when delivering support. One staff member told us, “It is rewarding to provide support that helps children feel safe, comfortable, and able to achieve their goals.” Another told us their work, “Gives me a chance to make a real difference in a child's daily life which teaches me patience, empathy and communication skills.”

Health professionals we received feedback from spoke highly of the staff member’s approach to joint working to ensure children’s care needs were effectively met.

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.

The provider treated children as individuals and understood their diverse needs, preferences and communication styles. Care plans were person-centred and included detailed information about children’s cultural, religious and individual needs and preferences, along with guidance for staff on ensuring these were met. For example, information about communication needs, including tools such as Makaton signs, was available to support understanding.

One parent told us how staff had developed a strong understanding of their child, stating, “[child] definitely knows what she needs and how to communicate and staff are very responsive to her.” This showed staff built meaningful understanding of the children they supported.

Because of the complex needs of the children supported by the service, staff worked their full week with the same child and family. Staff feedback demonstrated they were knowledgeable about each child’s individual needs. One staff member told us, “By providing consistent and reliable support, l have helped families feel reassured that their child is receiving safe and person-centred care.”

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

The provider supported children and families to have choice and control over care and to be involved in decision making. Care plans included guidance on recognising children’s wishes, preferences and responses to care, enabling staff to support choice where possible.

Parents confirmed they were actively involved in planning and reviewing care. They were aware of their rights to request a change in their child’s care and support. Staff understood the importance of working in partnership with families to ensure care reflected what mattered to them and was tailored to their child’s individual needs.

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.

The provider ensured children’s immediate needs were recognised and responded to appropriately. Care plans contained detailed information about how children expressed comfort, pain, distress and wellbeing, with guidance for staff on how to respond. This included recognising non-verbal communication and signs of ill health or discomfort. Families also told us staff communicated effectively and provided clear handovers about care, supporting continuity and timely responses. This meant staff were able to anticipate needs and respond promptly in line with each child’s individual presentation.

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

The provider always supported staff wellbeing and enabled them to provide person-centred care. Systems were in place to support staff, including an on-call system, supervision, training and a dedicated staff wellbeing role. The records we reviewed showed staff had received wellbeing support in relation to, for example, health and personal wellbeing, employment issues, and coping with bereavement, including when a child they were caring for dies. Staff survey feedback was positive, and staff told us they felt supported and able to seek advice at any time. Staff described receiving the training and guidance they needed to care for children with complex needs and spoke positively about management support. This supportive culture helped staff feel valued and confident, contributing to the consistent delivery of caring support.