Carepoint Services Ltd (Prescott House)

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 unrated 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 positive in their feedback about staff. We observed kindness and compassion when staff interacted with people. External professionals gave positive feedback about staff. One professional said, “I have witnessed only positive, supportive, professional leadership with all staff and putting the person at the core of decision making considerations, showing care and empathy.”

The provider treated people as individuals and made sure their care, support and treatment met people’s needs and preferences.People spoke positively about how staff treated them. We observed staff interactions with people, they were treated with respect and as individuals. Staff gave examples of people’s cultural and communication needs. One staff member explained how they supported a person who was blind to shop for clothes. They said, “[Person] likes to touch the clothes. We describe what the colour is so they can choose what to buy.” Where people had communication difficulties, leaders sought support from external professionals to ensure communication aids were in place.

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 had choice and control over their lives. One person said about staff, “They are kind. They do what I want. They don’t force me to do stuff.” Staff understood how to promote people’s independence. One staff said, “I give them the choice to do things and encouraging them to do things for themselves. I give advice on what they could do so they can make their own decisions.” Care plans contained information about how people would like to be independent and what they could do themselves.

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.People told us staff knew them well and could anticipate their needs. One person said, “They [staff] seem to know exactly what I want without me telling them. They're good.” Staff recognised changes to people’s needs and reported it to leaders. Leaders were responsive in taking actions and seeking support from external professionals where appropriate.

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 supported professionally at work but also on a personal level. One staff member told us about the transition of moving from another country to live in England. They said, “The manager and core staff helped me to find a house and how to apply to schools for my kids. They helped me.” Another staff spoke about flexible working hours to promote their work life balance. The provider had a whistleblowing policy and staff said they were confident to use it if needed.