Roster Home Care Ltd - Norwich 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 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 80 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. People’s feedback was overwhelmingly positive in relation to how staff treated them. They told us staff were exceptional at providing kind, thoughtful, and dignified care that made them feel respected, empowered, and validated. Every person who provided us with feedback agreed staff were exceptionally skilled in this aspect of their care. One person who used the service said, “The carers are very respectful and are always there for me whenever I need them.” A relative told us, “The carers have so much empathy and understanding and are totally invaluable in our lives. It’s like having other family members, people who really care and understand. Staff are always kind and considerate and never makes [relative] feel like a nuisance.” Another relative told us about a personal incident that left them and [the person who used the service] upset and distressed. They said, “The carer was extremely supportive to both of us and showed a lot of empathy towards us.” Feedback showed staff had built exceptionally trusting and meaningful relationships with not only the people they supported but their wider family members. People told us they appreciated this and that it enhanced their lives. A person who used the service said, “I am not able to do much for myself, so the carers keep me going. They are very good at looking after me, keeping me clean, doing my food and medication. They are very able to communicate with me, and I feel very lucky to have them.” Staff showed they had the skills and abilities to forge professional but warm relationships with people they supported. They gave us examples of how they maximised people’s control, independence, choice, and dignity and understood how important this was. For example, one staff member said, “I always use dignity and respect people as human beings whatever their illness, mental health or due to them being elderly and lonely. I will always go that one step further with care, conversation, and laughter.” Professionals agreed staff worked in a kind, professional, and compassionate manner. One told us about the positive impact staff had had on a person who used the service. They told us this was because the service had carefully matched staff with the individual to ensure the best possible outcome for them.

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 told us this and records showed this had been considered and planned for. People told us they felt listened to regarding their needs, preferences, and routines and that care was delivered in a way that met those. We heard many examples of how proficient staff were at adapting the care they delivered in line with people’s changing needs. One person who used the service said, “Carers adapt and change what they do and when depending on how things are going each day.” A relative agreed and told us, “The carers are very adaptable.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People’s feedback was overwhelmingly positive in how staff delivered sensitive care that ensured people felt enabled and encouraged their independence; the records we viewed also confirmed this. One relative said, “[Person who uses the service] can be quite independent some days and staff are good at assessing each time how much [person] can do for themselves.” Another relative explained how difficult it had been for their family member to receive care after being independent for so long. They told us staff had been ‘excellent’ at understanding and managing this. Care plans showed people’s independence had been considered and planned for. They also showed there was a focus on supporting people to remain in control of their care.

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. People consistently told us they felt valued and listened to and this included the people who used the service, and their relatives. One relative said, [Person who uses the service] has trust and faith in all the carers, as do I. They all listen and respond accordingly.” Another relative told us staff’s approach and the knowledge they had of their family member’s needs related to their dementia, made a positive impact. They said, “Staff understand their condition and know how to communicate best with them… they treat [person] with respect and are always cheerful when they are with them.” We saw staff escalated any changes in people’s needs so healthcare advice could be sought.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. All 14 of the staff who provided us with feedback told us they felt valued and cared for by the provider and management team. We heard examples of supportive and personalised care delivered to staff in times of difficulty which they told us they appreciated. One staff member summarised the views of all by saying, “The culture within the service is supportive and focused on delivering person-centred care. Staff are encouraged to work collaboratively, and there is recognition of the importance of staff wellbeing in delivering good quality care. Staff birthdays and achievements are celebrated in the team.” We saw systems in place to support this approach.