Collaborative Care Solutions

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 remained 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. People told us they felt staff were caring and respectful in their approach. One person told us, “I have never lived anywhere with staff like this. They don’t give up on you, if something goes wrong they will pick you up and ask what you need. It’s like family.” Another person told us, “They don’t judge, and they listen.” One relative told us they felt staff were open and friendly. They said, “The staff are always willing to talk, the staff and the managers. They want the best and work out the caring way to approach things.”

Staff understood the need to respect people’s privacy. They were able to describe how they supported people with their care whilst ensuring their dignity was respected. One staff member told us, “Every individual, we need to respect their dignity and privacy. When you are attending to someone, make sure the door is shut, knock before coming in, protect [their] dignity, as I would want for myself.” We observed staff knocked on people’s doors before entering and asked people’s permission before completing tasks in their home.

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 were supported by staff who knew them well and understood their preferences. One person told us, “They are there when I want any help or if I need to talk. Some of the things I want in life are unusual, but they listen.” Staff understood what made people anxious and tried to look for ways to support them with this. One relative told us their family member found certain aspects of college life stressful. They told us staff had supported the person to take a taxi on these occasions which helped them to arrive feeling calmer. Staff we spoke with and the management team were able to describe people’s personalities and became more animated when talking about the people they supported. One staff member told us, “Everyone here has the opportunity to tell us what they want and also what they don’t want.”

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 autonomy and choice regarding how they spent their time, their care and day to day decisions. One person told us, “They’ve helped me get on top of everything, with planning the cooking and washing and all that.” They went on to tell us they had suggested a barbeque that evening, so staff had checked with everyone and helped the person organise it.

Staff told us they understood the need to promote people’s independence. One staff member said, “If you see they need to eat a more balanced meal you can suggest but they make the final decision.”

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 way in which staffing was organised meant people could ask for their support to be flexible and staff were generally able to provide this. People told us this was important to them as it meant they could ask to do impromptu things such as go out for a drink, go shopping or visit friends with support. This also meant support could be offered flexibly, including on occasions during the night. Staff told us one person may need additional support on the day of our inspection to check if they were well. We observed this was the case and staff were available to them.

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 felt safe and supported in their roles. One staff member told us, “You can always contact them, and they are good at responding. We have supervision so if we are worried we can talk to them and we have meetings each morning. There is trust here.”

The manager told us they felt it was important staff felt they could share concerns both relating to their work and their personal circumstances.