Civic Care 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 and families described staff as kind, respectful, and professional. Staff adapted their approach to preserve dignity for example, matching female staff for personal care on request as well as respecting people’s religious and cultural needs. Staff offered reassurance and practical help during periods of illness or hospital admission.

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 planning, rotas and meal support reflected religious observance, dietary needs, and cultural norms. The provider scheduled visits around prayer times, adjusted rotas during religious festivals and periods such as, Ramadan, and matched carers by language and culture. Staff considered personal preferences which supported comfort and engagement.

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

Support was designed to maximise independence, such as enabling people to do preferred tasks themselves, assisting with shopping lists, and pacing visits to match personal routines. People and relatives could request changes to visit times or carers, and the provider acted quickly. The service also helped a person access English learning, aligning support with longer-term goals.

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.

Managers checked in with families and acted on feedback. Staff and rotas were flexible, so urgent changes or condensed hours could be arranged when this mattered to people. People told us staff arrived on time and stayed the planned duration, with reliable cover in place.

One person wanted to develop new skills but could not access formal lessons. The provider supported them to use community resources, adjusted visit times to enable participation, and offered encouragement to build confidence.

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 were happy working for the service, found managers supportive, and had enough guidance to do their jobs.

Staff referenced their handbook and felt able to raise concerns. Induction lasted around 5 days and covered mandatory topics; quarterly supervision helped reinforce standards.