Care Specialist 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 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 and relatives spoke positively about the care they received. They confirmed they were treated with dignity and respect. People told us staff treated them with kindness and respect. One person told us, “Yes, I feel the staff respect me. My carer is kind, and we do have a laugh together, which I like.” A relative told us no concerns had been raised about the care their relative received. Their relative had given feedback that the staff were kind and caring. We asked the staff about how they promoted people’s privacy and dignity. A staff member told us, “I prioritise privacy by closing doors and curtains. I always ask for consent and communicate respectfully by explaining things and checking for their understanding.”

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.

People were treated as individuals by staff, who were respectful of how people wanted to be cared for. The staff followed the information recorded in people’s care plans and took account of people’s likes, dislikes and preferences, abilities and culture. People were supported in ways that promoted autonomy, dignity, and emotional wellbeing. The staff knew people well which helped to build trusting relationships, which reflected each person’s values and daily routines. We asked the staff for feedback about how they cared for people. A staff member told us, “We have developed a good relationship, and I have so much respect for them.”

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

The service promoted people’s independence, to enable them to have choice and control over their own care, treatment and wellbeing. A person we spoke with told us, “I like to be independent, and the staff respect this. They help me with the things I cannot do.” A relative told us, “They are very independent and strong minded. The staff respect her as she did find it hard at first letting anyone help her.” We asked the staff about how they involved people with their care. A staff member told us, “I do know the people I support. I involve them in decisions about their care, support their personal choices and routines, and maintain a safe and comfortable environment for 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.

The staff responded well and recognised the signs of when a person became unwell, which meant they received prompt medical attention when required. The registered manager told us the people they supported, where able to make their own medical appointments. They told us 1 person they cared for, had recently became unwell. The staff liaised with the person and relative and stayed with them until they received medical attention. We spoke to the relative, who spoke positively about the support they and the person received.

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

There were systems in place for the staff to speak about their work. This was through individual supervision sessions and at staff meetings. Staff told us they felt supported by the management team. The registered manager told us they supported staff by understanding their own personal circumstances. They ensured the staff were not working long hours, were taking breaks and days off.