Procare Team 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 service which was registered on 30 January 2023. 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. Care workers treated colleagues from other organisations with kindness and respect. People and relatives stated that the care workers who visited to provide care did so in a kind and caring manner. They also treated them with respect and dignity. Their comments included, “They are so nice to me. They are my friends, they help me. They talk to me, they make me laugh”, and “The care workers are lovely with [my relative], such empathy and kindness. We are so happy that we have them.” A care worker explained how they respected a person’s dignity and privacy while providing care. They said, “I always make sure to treat clients with respect, speak to them kindly and ensure privacy during personal care. The client’s dignity is always my top priority.”

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 and relatives explained that individual care needs were identified in their care plan and care workers provided the care they required in the way that met their wishes and preferences. A relative told us the care workers who visited their family member encouraged them to talk with them and support the person with any anxiety they may experience.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People and relatives confirmed that care workers provided support with their daily tasks of living. People’s care plans identified which aspects of their care they were able to complete themselves and where they required support from the care worker. The care plans also identified how the person wanted their care provided and if they had any preferences.

The provider listened to and understood people’s needs, views and wishes. Care workers responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Care workers explained if they identified any issues or changes in a person’s health and wellbeing, they understood how to raise the concern with the registered manager and the person’s relatives. Their comments included, “I write detailed notes in the logbook and inform my supervisor or the office immediately”, and “I record my concerns in the daily notes and report it immediately to the safeguarding lead. If it's urgent I escalate it straight away.” The registered manager confirmed they worked with health and social care professionals to ensure people received the support they needed.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The registered manager told us they supported care workers to access and complete higher levels of health and social care qualifications for personal development. Care workers said they were supported, valued and respected by the registered manager with comments including, “The company fosters a culture of respect, compassion, and continuous improvement. From day one, I felt welcomed, valued, and supported in my role” and “They makes me feel valued. They are great team to work with.” The registered manager said they understood and accepted care worker’s circumstances in relation to their personal lives and try to meet any specific needs such as family commitments and time off for religious events.