Reliable Community 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 service involved people and treated them with compassion, kindness, dignity and respect. This was 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.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity. A person using the service told us,“My carers are very good when they help me with my personal needs. The carers ask me what I want done. They make sure everything is private. No one sees when they help me.” A staff member told us when they helped people with personal care, they made sure they closed the doors to maintain the persons privacy and dignity.

A health care professional told us the registered manager consistently went above and beyond in her role. She treated their client with exceptional kindness, dignity, and respect, creating a relationship built on trust. As a result, the person responded extremely positively to the support they provided.

Staff 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.

A person using the service told us,“My carers are always very kind and caring to me. I could not expect anything better.” Arelative commented, “Staff are kind, caring and considerate. I am very pleased with the care; it always sounds genuine when they talk to my loved one. The registered manager regularly visits me and sits with me. I think it’s quite nice that they are that considerate.”

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

Staff told us how they provided choices and included the person in the daily planning. A staff member told us when they arrived on a call, they greeted the person, asked them how they wanted their personal care needs delivered. They planned with the person what they wanted to eat, what they wanted to watch on the TV and any other plans they had for the day. Another staff member told us that a person they supported liked to listen to Christian music and they sometimes prayed together. This person confirmed with us that the staff played the music they liked. A relative told us how staff promoted their loved one’s independence by stepping back and letting them do what they could do for themselves.

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.

A person using the service told us, “I have the same regular staff; they are almost always on time. If they are going to be late, they call me, but that is not often.” Staff told us they had plenty of time to get between calls. If they were running late, they would call the person they were due to support and the office to let the care coordinator know.

A staff member told us they noticed a person they supported mobility was deteriorating. They raised this with the registered manager. The registered manager made a referral to an occupational therapist. The occupational therapist had assessed the persons mobility and had supplied them with equipment to help them with their mobility. A health care professional told us their moving and handling advisor was particularly impressed by both the quality of care provided and the positive rapport the carers had established with their client. The carers’ ability to engage effectively and respectfully with the person had contributed significantly to their wellbeing and cooperation with care interventions.

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

The registered manager cared about staff wellbeing and supported staff to improve their learning. Staff told us the registered manager was supportive, and they felt valued and happy to work at the service. A staff member told us when new software was installed at the office the registered manager called them to come in and learn about it. The registered manager had asked for their opinions about the software. They told us staff were recognised on their birthdays through a company group chat, the registered manager arranged staff Christmas parties and provided staff with gift cards to show their appreciation.