Treasuring Care

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. The registered manager described dignity as a core value of the service and explained how people were supported in ways that protected their privacy, independence and choice. Staff asked permission before providing support, respect personal boundaries and involve people in decisions about their care. The provider had policies, procedures and clear standards of conduct in place to promote respectful care and support. A relative confirmed the positive culture within the service and told us the registered manager was “very good and my [relative] really likes her.”

The provider always treated people as individuals and made sure care reflected their needs, preferences and protected characteristics. Care planning was person-centred and took account of people’s backgrounds, beliefs and routines. For example, the provider understood the person using the service had particular religious beliefs that impacted their care and made sure they took account of these. The registered manager explained how learning about people’s beliefs helped build positive relationships and ensured care remained respectful and inclusive. The provider also demonstrated an understanding of the Equality Act 2010 and the importance of tailoring support to each individual.

The provider always promoted people’s independence so they had choice and control over their care and wellbeing. The registered manager described how support was focused on enabling people to do as much as possible for themselves while remaining safe. People were encouraged to make decisions about their daily lives, and consent was sought before support was provided. Risk assessments and care planning balanced safety with positive risk-taking and supported people to maintain existing skills and routines.

For example, the person using the service was supported to continue undertaking certain activities because this was important to them, helping to maintain confidence, self-esteem and independence. The provider recognised that supporting people to maintain control over everyday decisions was central to preserving people’s dignity and self-worth.

The provider always listened to and responded to people’s immediate needs. The registered manager described how the service had responded at short notice to the person’s needs, ensuring risks associated with nutrition and wellbeing were reduced. The provider explained they assessed people’s comfort, wellbeing and changing needs and acted promptly to provide reassurance and support. Relatives spoke positively about the responsiveness of the service. A relative told us, “There was one time where we needed to make a change to the timing of the call and she was very accommodating.”

The provider always supported and valued staff wellbeing and recognised its importance in delivering person-centred care. The registered manager demonstrated a good understanding of the pressures associated with caring roles and described measures to support her own wellbeing, including prioritising rest, annual leave, healthy lifestyle and access to support when required. The provider recognised the importance of identifying signs of stress and burnout and promoting positive mental and physical wellbeing.