Relate Care Solutions 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 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 were cared for by staff who were kind and compassionate. A relative said, “They are always polite and caring; they talk to[person]; they are really respectful”, and further added, “All of them[staff]are really, really nice, they are like family”.

People’s privacy and dignity was respected. A relative told us staff, “talk to[person]all the way through delivering the personal care; sometimes they even sing to [person]; they make sure they shut doors [to keep person’s dignity protected].”

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 protected characteristics were considered in their assessments and care plans, to ensure care was planned and delivered to meet people's needs and preferences. There were policies and procedures in place in relation to promoting equality and respecting diversity.

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

Staff knew people well and told us how they supported people in a way that they preferred. Care plans reflected this. A staff member told us, “We always listen to the person, calmly. We always find a calm way to engage with the person.”

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 responsive to any changes in people’s conditions and worked well with other professionals, such as GPs and district nurses, to ensure people received support in a timely way. For example, when a person’s skin condition deteriorated, staff alerted district nurses who were able to prescribe a change in care and advise staff on how best to support the person. Evidence reviewed confirmed this had been an effective approach to meet the person’s needs.

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

Staff told us they felt well supported and valued by the management team. The management team worked alongside staff to provide support and monitor staff.

There were policies and procedures in place to support staff, such as ongoing training, supervisions and appraisals.