Care Pilot 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 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 told us staff took time to chat with them and were kind. One relative told us, “It is nice that if everything has been covered, the carers will sit and chat with [relative]. All the carers are kind and respectful in their care.” Another person said, “I feel safe when she’s helping me [bathe] and she makes sure I am covered up.” Staff talked passionately about the importance of treating people with kindness, compassion and dignity. One staff member we spoke with said, “I enjoy engaging them talking to them [people receiving support] and getting to know them better. I treat these people the same way I would treat my mother or my grandmother.”

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. Care plans contained detailed information about people’s backgrounds, abilities and protected characteristics. Care plans reflected that people’s care and support met people’s individual needs and preferences and was tailored to them. One person told us, “It is a very personal service, and the career has got to know me and we chat and laugh or joke about which is nice.” A relative we spoke with said, “Carers understandthat we don’t wear shoes in certain parts of the house, so shoe covers have been provided for them, which they wear.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The provider sought input from external professionals to support with equipment that supported people to remain as independent as possible. The provider also considered when people had regained skills and required less support to be independent. Staff were able to describe what action they took to promote people’s independence and choice and control of their care. One staff member told us, “Service users are encouraged to be more independent and do things for themselves, however they are assisted by carers when they are at risk. Example: during a wash, they are encouraged to do the parts of the body that is within their reach.”

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. Generally, people and relatives told us they felt confident and comfortable with the care received and that the provider understood people’s needs and responded to those needs in the moment. However, one person did tell us about an emergency situation where the staff’s response was not proportionate, but this situation had not placed them at risk of harm. One relative told us they felt staff knew their relative, living with a chronic health condition, well and said, “The carers know the signs to look for.”

The provider cared about and promoted the wellbeing of their staff, was supportive and enabled staff to deliver person-centred care. Staff told us they felt supported by the registered manager and received regular supervision and opportunities to get guidance and support from the management team. They provided staff with opportunities for additional learning and development and supported staffs professional development. Staff gave us examples of how the registered manager had supported them personally and professionally and how they demonstrated they valued staff and respected them as individuals. One staff member said, “I think they [registered manager] are honest, trustworthy, I think theyare caring as well, they always check on us.” Another staff member told us, “The management respect our religion and diversity, we are from different backgrounds and religions, people get time off for their celebrations and everyone is treated equally.”