City Care Providers 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 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. People told us members of staff were kind and caring and treated them with dignity and respect. A family member told us, "[The care staff] couldn’t do anything better because it is all 'tickety boo.' It took a long time to get this care, we are really pleased." Another relative told us, "The carers are extremely kind and caring and give full time help.” A family member said, "[The provider] have been fantastic with the care they have provided. They've been patient, friendly and extremely caring with our family member. We couldn't be happier with the care they are providing. I can't thank [the provider] enough!"

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 provider did not tolerate unlawful discrimination, victimisation, bullying or harassment of any kind and adhered to people's protected characteristics. Protected characteristics are specific attributes safeguarded against discrimination under the Equality Act 2010. Care plans included a life history to assist staff in understanding people’s lives, including work and family life. Care plans also included people's likes and dislikes and what was important to them. Feedback from a care professional highlighted how people were treated as individuals, “[Person] was very positive about [member of staff] and stated they have 'just clicked'. They have fun together and [member of staff] makes her happy. [Family member] is now able to go to work without worrying about [person] being on their own throughout the morning, trying to get herself up and ready [without support].”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to remain as independent as possible. A relative told us, "[Family member 1] visits a dementia-based open afternoon twice a week and they go to the shops with [member of staff]. [Family member 2] goes out for a walk every day and is pretty safe and self-contained. They like to read the paper." A member of staff said, “Yes, people are actively encouraged to make their own choices – from daily routines to long-term goals. We support independence, not override it.”

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. Changes were made to care and support plans and care calls when people’s needs changed and people were able to choose how and when they wanted their support hours delivered. For example, 1 person sometimes chose to condense a proportion of their care hours into a single day so members of staff could support them to attend hospital appointments. The registered managed confirmed the provider accommodated and supported these changes for people. A person told us, "If I have any issues I get in touch with the [registered manager]. They listen to me 100% and they are good manager. I don’t really have any concerns. [The provider] will always adjust the hours if I ask them to and at short notice.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled them to always deliver person-centred care. There was a comprehensive system of support in place for members of staff and clear information was provided about the timescales, frequency and expected outcomes for staff. The provider had workforce recognition and retention programmes in place which included ‘employee of the year’ and ‘exemplary performance’ awards and recognition. The provider was developing new incentives including quarterly recognition awards, enhanced supervision sessions and bonuses linked to continuous professional development.