Citywide Care Agency- Bristol

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 newly 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 treated people with kindness, compassion and dignity. A relative told us, they felt listened to and the staff understood their relative’s needs. This included their preferences, wishes and cultural beliefs. Staff had got to know people well and had built a good connection with people. They had good awareness of how to respect people’s privacy and dignity. A staff member told us, “I am an active listener, covering up people’s bodies when changing or given personal care. I give them choice and treat everyone individually.”

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 this included having a good awareness of their personal, cultural, social, and religious needs. This helped staff when communicating with people, for example having meaningful things to talk about.

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 care plans clearly recorded their preferences and how they wished to be cared for. They reflected the tasks people were able to do independently and what they needed assistance with. A relative told us, “They always encourage her to do as much of her personal care, that she can.” Staff told us they encouraged people to make decisions, regarding their care. A staff member told us, “I learn about their preferences, routines, personal history, and cultural needs. I will encourage people to make decision on what they want to eat and wear and offer choices.”

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 monitored people’s health and wellbeing during visits. They escalated concerns promptly to the registered manager and people’s relatives when their needs had changed or risks increased. People’s care plans included guidance on how staff should respond to people’s needs, which supported responsive and flexible care.

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 supported staff wellbeing by holding formal meetings, maintaining effective communication and by supporting staff with flexibility with shifts. The registered manager told us they praised the staff for their hard work and offered some tokens of appreciation.