Step Up -Domiciliary Care Also known as Step Up Supported Living Limited

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.

People praised the staff who supported them and said they were very kind and caring. Staff spoke about people fondly and demonstrated a caring attitude towards the people they supported. One staff member said, “I have a good relationship with the people I support.”

The registered manager said they were in regular contact with people to ensure they were satisfied with the care they received.

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 plans contained information about their likes and dislikes, and their protected characteristics. The registered manager said, “We remind staff not to assume their [peoples] needs – staff are directed by the clients, and how they wish to be supported.”

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

People said staff had encouraged them to build up their strength and to increase their independence. Staff were praised for helping people stay independent by focusing on their strengths and respecting their daily preferences.

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.

One person explained they had built a good rapport with their care staff, who were flexible and accommodated any changes in their care and support requirements. They said, “They [staff] are like my family.” They explained, staff focused on their needs and requests during each care visit.

The provider cared about and promoted the well-being of their staff and supported and enabled staff to always deliver person-centred care.

The provider and registered manager was aware of their workforce diversity. They said they worked closely with staff to understand each staff member’s personal and diverse needs and adjusted where required to support staff with their individual circumstances. Staff reported the managers were very approachable and felt they were treated fairly and equally.