Darethealthcare UK 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.

At our last assessment we rated this key question good. At this assessment the rating has been rated as good.

This means People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The service supported staff wellbeing.

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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity.

People told us staff were very caring, comments included “They talk to them and interact with them well. They compliment them even though they can't have a conversation with them. They dance around and they will smile.”

Staff told us they had cared for people for a long time and knew them well, they gave examples of how they treated people compassionately and had developed positive relationships. One member of staff told us how proud they were of how a person they supported had developed greater independence in the time they had supported them.

The Registered Manager told us we ensure that our services are personalised and the manager told us that all staff knew people very well and understood if there were concerns. The manager told us that all staff including themselves supported people holistically and supported people beyond that which the provider was engaged to do. People were supported emotionally and in small ways that recognised their individual needs other than personal care. Staff interactions were monitored by unannounced visits to ensure people were treated kindly and compassionately.

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 that they were treated as individuals, and their care was designed around their needs. They told us they had participated in planning their care and the provider listened to their views and wishes.

Staff we spoke to knew people for many years and were able to describe how they considered people’s wishes and preferences when providing care.

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

People told us they were involved in developing care plans and that they were given choices on how they would like their care to be provided for example such as choices for eating and drinking.

The manager told us where possible they safely supported and they encouraged people’s independence and involvement in life skills. Most people were not mobile and required support to move around, however they were supported in how they wanted their care provided.

Assessments and care plans clearly documented people's preferences as to their dietary needs and how they liked to interact with carers who supported them.

Staff told us they actively encouraged independence where possible for the people they cared for and gave examples of how they had encouraged people in learning and developing life skills.

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.

The manager told us that because staff knew the people they supported very well, they were able to provide person centred care and knew when issues arose. They communicated and visited people either in person or by phone to ensure that care plans were reviewed and support was appropriate.

Staff told us of the actions they would take in event of an emergency or where people were distressed which included informing their manager and if required emergency services or health care providers. They knew people well and would be able to identify if something was not right.

People told us they felt safe, supported and that both care staff and managers were available, supportive and well trained.

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

The manager told us staff could approach them at any time to raise issues or ask for support when they need it.

Staff told us they felt supported and understood by management. They all made clear that the service was like a family. However, they told us that sometimes when they made suggestions or raised issues these were not always responded to. For example, some staff said that they had asked for specific training, but this had not been facilitated.

The service operated an employee assistance line where staff could also get support if needed. The hours that staff worked was monitored by the manager who ensured they did not exceed forty hours per week.

We saw minutes of regular staff meetings which documented learning given and staff comments and documented discussion.

However, we saw a staff survey which focussed on the delivery of care but did not review staff wellbeing.