Claydon Care Services - Main Office

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 as 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.

Care plans emphasised respect and reassurance, including practical measures such as covering people with a towel during personal care and using clear, calm communication. Records showed staff considered people’s preferences and cultural needs when planning support.

Relatives consistently described staff as kind, caring and respectful, and gave examples of dignified personal care and sensitive continence support when out in the community.
 

The provider treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture, unique backgrounds and protected characteristics.

Care plans contained detailed personal information, including preferred food presentation, favourite activities, music, TV choices, and personal care routines such as hair styling and clothing. People's preferences were used to plan daily care and maintain their identity and comfort.

Relatives told us that carers knew people well and adapted care to reflect their preferences, including supporting favourite outings and routines. Staff confirmed they used care plans and regular conversations with families to individualise support. We reviewed care plans and saw clear evidence of personalised details and updates to reflect changing needs and preferences.
 

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

Care plans identified independence as a key outcome and included strategies such as supporting safe mobility, encouraging self-care, and using adaptive equipment to promote safe eating and drinking. Staff were expected to supervise rather than take over tasks where safe, and records showed adjustments to maintain autonomy as needs changed.

Relatives told us carers encouraged independence wherever possible and adapted support to reflect people’s abilities. Staff confirmed they respected people’s choices, including unwise decisions, and sought safe alternatives when needed.
 

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.

Records showed prompt action when people’s health changed, including contacting families, arranging GP or 111 calls, and escorting people to urgent care when required. Daily visit schedules included checks for comfort, skin integrity and positioning, and staff had clear guidance on escalation procedures. Out-of-hours arrangements ensured someone was always available to respond to concerns.

Relatives confirmed that carers acted quickly when needs changed and kept them informed. Staff described how they communicated with the office and families to coordinate rapid responses.
 

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

Staff had access to an Employee Assistance Programme, uniforms, mileage and training, and flexible scheduling to support work–life balance. Records showed regular supervision and open communication channels to address wellbeing concerns promptly.

Staff told us they felt supported and valued, highlighting flexible rotas and financial support for work-related costs.