Classic Health Care Solutions-Leeds

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.

One person told us, “Staff are kind and caring.” This was echoed by people’s relatives. One relative told us, “I hear staff talk to [Name] and they are so calm and relaxed with him.”

Staff knew and understood the people they supported, including their preferences, wishes, personal histories and backgrounds. A member of staff told us, “I know my clients very well as I have the same ones.”

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 individual needs and preferences were understood and were reflected in their care, treatment and support. Care plans had been written in a way which incorporated person-centred detail, for example, details of people’s preferred routines.

The registered manager explained how staff supported a person who was non-verbal to communicate and make their needs known, by staff recognising his body language and the use of communication flash cards.

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

Staff respected people’s independence and helped support them to make day to day decisions. One member of staff told us, “I always encourage people to do what they can for themselves.”

Staff respected what people could do for themselves and supported them when needed, enabling people to remain as independent as possible and living in their own homes, in line with their choice. An external professional told us, “The service is helping people to remain more independent.”

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 were able to respond to people’s needs in a timely way. For example, people and their relatives told us staff were on time for their care calls and stayed for as long as they should, ensuring people’s needs were met in full. One person told us, “Staff are on time, always turn up, there’s one I really like in particular.” A relative confirmed, “They [staff] are on time and stay for right time. There have been no missed calls and if they were running late, they would call ahead.”

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

Processes were in place to help ensure people’s experience of the service was driven by a culture that normalised good wellbeing through inclusivity, active listening, and open conversations.

The provider regularly collated feedback from staff in the form of surveys, and supervision and appraisal processes. Staff had the option of providing feedback anonymously to help them feel secure in airing their views. We looked at staff feedback surveys and found they contained positive comments.

The registered manager told us, “I value and support staff, I am here if they need me to talk to.”