Comprehensive Care 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 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.

Staff were kind, respectful and caring. Staff engaged with people in a friendly and caring manner and their conversations with people were good natured. Staff were attentive to people's needs. People told us, “Staff are kind and caring”, “They [staff] treat me well. They [staff] are kind” and “I am happy. They [staff] are kind. They make me feel safe.”

People’s privacy and dignity were respected. During the inspection, we saw staff knocked on people’s bedroom doors and waited for a response before entering. A staff member told us, “If we need to go into a room, we knock and wait for consent and then we will go in.” A person commented, “Carers knock before they enter in my room.”

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 understood people’s needs and provided care in a way which was personalised to them. Staff had taken time to get to know people, which helped promote positive working relationships and helped people feel comfortable when in the presence of staff. Staff had a knowledge of people’s individual preferences and routines. This helped to ensure the care they provided was tailored to the individual they were supporting.

Communication plans for people were clear. Staff demonstrated a good understanding of what people needed through verbal and non-verbal cues. People were able to communicate and make their needs known because staff understood them well and had clear guidance. Staff advocated well when needed for people with external partners and professionals.

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

People’s views and decisions about care were incorporated within their care packages. This helped staff to support people in a way that allowed people to have control over their lives and make day-to-day decisions. One person told us, “There are only female staff here, no male staff, we only wanted female staff [for our safety].”

People were involved in making decisions about their day-to-day care. People told us, “I have a choice, when I do things, I get up when I want and cook when I want. If I’m tired, I stay in bed longer”, “The carers respect my wishes” and “It is flexible here, I get up when I want, I shower whenever I want, and the carers know what I like and what I don’t like.” A staff member told us, “We prompt them [people] to eat and choose their foods, we always give choices and always get consent too.”

Information about advocacy was available for people. Advocacy is a process for supporting people to express their views and concerns.

People’s independence was encouraged where possible and care plans reflected this. A staff member told us, “In any care task, we involve them [people] and take consent before supporting with any tasks, such as, when administering medication, supporting with a shower, and supporting with food.” A relative commented, “They [staff] support [person’s] independence.”

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 were responsive and attentive to people and their needs. A relative told us,I am happy. They [staff] are responsive.”

People were happy with how their care was arranged and delivered. One person told us, “The carers do an excellent job. They are so passionate about their work. They [staff] are really good.”

Rotas were well planned and provided consistency to staff and people who used the service.

The service supported people to access external health and medical care services as and when required. Staff were aware of the people’s health care needs and how to respond to any immediate health care emergencies to minimise the risk of them becoming distressed or unwell, emotionally and/or physically.

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

Staff wellbeing was supported through staff meetings, supervisions and annual appraisals. These meetings gave staff opportunities to discuss best practice as well as their own staff development.

The provider employed a therapist, and staff also had opportunities to book sessions with the therapist to support their own well-being.

Staff spoke positively about the support they received from management. Their comments included, “Management are very supportive and treat us all equally. We [staff] are all treated well”, “Management treat us well, I have no issues or concerns” and “We have good relationships [between staff and management] and we work well together.”