Social Return Case Management 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 is the first inspection of 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 at the service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Professionals’ comments included, “The staff I have collaborated with consistently demonstrate a high level of compassion, and approachability” and “I have always found Social Return staff to act professionally, be approachable and supportive.” Relatives were very positive about the caring nature of the organisation and staff.

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. Staff had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs. People and their relatives told us staff took time to speak with people during care visits and communicated effectively. A relative commented, “Staff have playful banter with [Name] to encourage them to do things to help with their independence.”

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff supported people to remain as independent as possible. Staff knew people well. Staff worked sensitively and compassionately with people and people trusted the staff who supported them. Staff were aware of and had an in-depth understanding of people's needs, anxieties and aspirations. They established consistent and trusting relationships with people which enabled people to relax with the support provided.

People were all very well supported to follow or try out a variety of hobbies and interests. People were encouraged to give feedback to develop plans for future activities and events. This helped ensure individual needs and preferences could be met. Carers provided additional support to families and sometimes travelled abroad to provide support to people on family holidays abroad so people could attend and be part of events and family members could relax. A professional commented, “I have found staff to be receptive to clinical opinions and therapeutic recommendations, which they implement in a thoughtful and well-paced manner that supports, rather than overwhelms, clients and their families.”

Staff 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. People were supported by staff who were familiar to them. This enabled staff to anticipate and meet people’s needs quickly and in ways that reduced and mitigated people’s discomfort and distress. A relative commented, “Staff know [Name] very well and can recognise when [Name] is becoming upset.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff provided positive feedback about their experience of working at the service. Staff members comments included, “We have a good staff team, we work well together” and “You get praised for attending training and completing courses.”