Greatful 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 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 supported people with kindness and respected their dignity. Personal care was delivered discreetly, and interactions promoted dignity and comfort.People were cared for by staff who were kind and compassionate. People and their relatives told us, “The carers are fantastic, and we can’t thank them enough, they are respectful and loving. It’s lovely to see my loved one interact with them and smiling and looking happy”. Another relative told us, “The carers are very supportive and caring, they make my loved one laugh lots, amazing staff”. Staff had a good awareness of how to respect people’s dignity. A staff member told us, “I maintain dignity by giving serviceusers privacy, speaking respectfully, and involving them in every steps. For example, during personal care, I close doors and curtains and keep the individual covered appropriately.”

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’s care records contained information about how people liked to be cared for. This included people’s likes, dislikes and cultural backgrounds. The staff knew people well and were respectful of people’s beliefs. The registered manager showed us one person’s care plan as an example, which recorded information about the person’s beliefs. The staff were respectful and sat and read the Koran to the person, during visits. This made the person feel relaxed in the company of the staff.

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

Staff promoted people’s independence, so people had choice and control over their own care, treatment and wellbeing. They were aware of how to promote choice and control. A staff member told us, “I take my time to get to know each service user I support, and I give them choice and control. For example, if I am doing personal care helping them to get changed, I ask them what would you like to wear today.”

People and their relatives told us the staff encouraged people to be independent and have control of their day to day care. A person told us, “I really look forward to the visits, the carer is very sociable. I find it very reassuring that I have someone to care for me that allows me to retain my independence and is there if I need them”. “They help me get in and out of the bath and we get on really well and they fully understand”. A relative told us, “They (relative) were not expected to live long but 5 years later, they are still going strong. They encourage independence and are caring. I believe this is due to the care and diligence of the carers.”

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 had a good understanding of people’s needs and preferences. People and their relatives spoke about how the support was adapted to meet their changing needs. People spoke about support being offered in a calm and unhurried manner, ensuring their comfort and safety.

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 was caring of the staff team they managed. They promoted the wellbeing of staff and were contactable to discuss any concerns. The staff felt supported and told us their wellbeing was taken seriously. One staff member felt supported by being able to work flexibly around their family life. Another staff member was supported by the registered manager, when their car had broken down, a loan car was given them. The registered manager was keen to reduce any stress to the staff team. Small tokens of appreciation also helped to boost the wellbeing of the staff.