The Care Advantage

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 were described as kind, respectful, and culturally sensitive, maintaining dignity during care. Family input is valued by staff. One relative said, “I have no concern how staff support and care for my[relative] staff kind and care about [people] are.”

Staff showed genuine care and took great satisfaction in their roles. One staff told us, “I like to take time to build a positive relationship with the [person] that I’m supporting, as trust is very important.”

Training records showed that staff undertook training centred on maintaining privacy and demonstrating respect. Clear policies provided direction on upholding people’s dignity and always safeguarding their privacy.

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.

Relatives spoke positively about the care and support provided, highlighting that staff were attentive and responsive to the individual needs of their loved ones. Comments included, “Staff respect [my person’s] cultural background and they treat them as an individual. For example, being mindful of food preferences and how he is supported during personal care.”

Care staff explained that they took the time to get to know those they supported, forming positive relationships with each person. By doing so, they were able to gain insight into each person’s protected characteristics, background, and preferences. One staff told us,” I follow the [person, s] care plan and adapt to their needs, likes, and routines by getting to know them well.”

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 families were positive about the support provided to encourage independence. One relative told us, “Staffs communication style is very good, they are supporting my [person] to be as independence, as personable by encouraging them to carry out task for themselves.” Another relative said, “We shared our presence, during the assessment that we want a male, which they have respected our choice in regard to this request.”

The provider supported Staff to receive training that focused on encouraging people to retain their independence. One staff said, “Independence is encouraged, by including the [person] with tasks encouraging them to get drinks for themselves and carrying out tasks with personal care.”

Care plans did promote people’s independence by highlighting what part of each task they could do themselves. For an example, care plans included. How people wanted there care to be delivered, what tasks they needed support with and when they needed the support.”

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.

Systems were established to maintain oversight and ensure people’s immediate needs were met promptly. Care was reassessed whenever changes in requirements occurred, ensuring that support remained appropriate. Regular audits were completed to help ensure that there were no missed or delayed visits, helping to identify patterns, recurring issues, or opportunities for improvement.

Relatives confirmed that there had been no missed calls and that staff did not leave early from there visit. One relative said, “There has been some cancellations, and there was a transition period where a new career was brought on board to cover the days our regular carer could no longer do. This is all working well now.” Anther relative said, “carers are on time and stay for the full visit.”

Staff underwent training designed to provide them with the vital expertise and knowledge necessary to respond to and assist individuals’ needs effectively. Areas covered in the training included First Aid and Health and Safety.

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 a priority in the service. This had a positive impact on the care they delivered to people. One staff member told us,

Staff spoke positively about the management team and told us they felt valued and supported in their roles. Staff comments included, “I can contact my manager or care coordinator at any time.” Another staff said, “There is good communication and I feel supported in my role.”

Staff were consistently given the chance to share their views, discuss any issues, and propose improvements to the service. These opportunities were embedded within the organisation's practices, notably through structured staff supervision sessions and regular team meetings. Additionally, management actively encouraged open dialogue, ensuring all voices were heard and valued. Feedback from staff was routinely considered when making decisions, fostering a collaborative work environment.