City Support 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.

People were treated with kindness at all times. They received care from a staff team who were passionate about the care they delivered and supporting people to participate in the things that mattered to them. One relative told us, “It heartens me when I visit and see how they greet my relative. They are so friendly and like family. They know all about her, her childhood and life as well as the wider family.” Another relative told us that their loved had recently been unwell and a member of staff had visited them in hospital to see how they were, which meant a lot to them.

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 care people received was tailored to them and helped them manage their health and care needs whilst continuing to participate in the things that mattered to them. Care was delivered in a way that understood and respected people’s culture and individual life stories. For example, one person was supported to by staff to make the food of their heritage which they would not be able to otherwise access. Staff provided assistance to this person with food preparation. A relative told us “They deliver culturally appropriate care and understand the importance and respect for elders in our community. They understand her culture which is really important to (person name)”.

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

Staff worked together with people to support them in remaining as independent as possible, such as with personal care and supporting people to continue cooking their own meals with staff assistance. One relative told us, “My relative is fiercely independent and still wants to cook- so staff help her prepare dishes from her culture, which is important to her.” People promoted day to day choice that put people at the heart of their care, such around meals choices. Staff emphasised that people were able to communicate their wishes in all regards which would be respected. Another relative explained, “Staff help our relative make decisions. They line up all the meal options so she can pick from them.”

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.

Staff knew people really well and were able to identify when their health might be deteriorating, and they needed additional support or for medical advice to be sought. One relative told inspectors, “They are great at letting the family know if they are worried about her health. They know her really well so are quick at noticing if something is wrong.” If people were in discomfort or pain then staff were aware of how they could support people including with medication, or through using repositioning aids to relieve pressure on parts of the body.

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

Staff spoke with pride of their work at City Support and had formed strong relationships with those they cared for which brought them meaning. They had received the training they required to deliver a high standard of care, and regular supervisions to check on their wellbeing. One staff member told us, “It is very good working here. The person I supported is very nice and I love working with them. I’m happy with we have the training we need. The registered manager is always in touch and always available if needed. We work together as a team.” Staff spoke highly about the support they received the registered manager and that they were treated with kindness. Another staff member told us, “If there are any issues then the registered manager will always sort it. She will come out and visit if you need any support and will call you regularly to check how you are and what is happening with the person you support.”