Stillcare 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.

A relative told us, “Staff were confident and very polite.” Another confirmed that privacy was respected.

Staff told us that they maintained dignity and privacy by knocking before entering rooms, closing doors, curtains and explaining actions before giving support.

A staff member told us, “I never rush service users, and I inform them about what I’m about to do. I always maintain confidentiality.”

This meant people experienced care that upheld their dignity, reduced anxiety, and promoted trust and independence, leading to better wellbeing and quality of life.

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.

The registered manager explained that staff treated people as individuals by tailoring care to their personal preferences. The registered manager’s pre-assessments captured cultural and communication needs, and staff were matched accordingly. The provider recruited appropriately to meet people’s needs.

A care worker told us, “Offering people choice is key and making sure they are treated as individuals.”

Care was personalised and supported people’s individual identity. A relative told us, “Yes, staff respected [our] culture and religion.” Another told us, “[Person’s] preferences for male or female staff were considered. The service adjusted to reflect this.”

A social worker told us, “Still Care adapted flexibly to meet [the person’s] needs within the constraints of the home setting.”

The provider 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 do as much as they could for themselves and encouraged independence and self-care. Staff involved people in making decisions and respected their choices.

Documents viewed during the assessment confirmed that people’s choices had been recorded and they had control in their care planning. A relative told us that their family member had choice and control over when they received care and support and the provider adapted to this.

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 acted quickly when issues arose and sought support without delay. The registered manager responded promptly to concerns raised by staff and families, provided guidance, and made changes to care delivery when required.

The provider adjusted care packages when needs increased. Staff reported that management were accessible and supportive, enabling real time problem solving. Relatives also described the service as flexible and able to accommodate last minute changes, reflecting a consistent ability to respond to needs in the moment.

A relative told us the provider was, “Extremely flexible in meeting our changing needs, which are quite often lastminute changes.”

Staff also reported that management “responded promptly” when challenges occurred.

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 had an open-door policy which meant care workers were able to receive support and guidance when required.

Staff told us that the registered manager encouraged and supported staff to enrol for further professional qualifications with practical plans to ease financial requirements.

Internal communications highlighted the provider’s focus on staff supervision, wellbeing, and reflective practice. It described supervision as a protected space for reviewing challenges, training needs, and professional development. This demonstrated the registered manager’s commitment to supporting staff and improving care quality

We saw evidence that staff reported improved morale after the provider introduced flexible working arrangements. The registered manager provided regular wellbeing check-ins and promoted access to mental health resources. The staff team engaged in peer support activities.