DORZ Care Services 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. This is the first assessment for this 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 65 (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 their loved ones generally provided positive feedback about how staff treated people with kindness. Their comments included, “First time my [loved one] said they were a bit rough. I had a chat with them and now it is all fine”. Another relative said, “Very gentle they talk to [person].” A person told us staff were, “Always kind and caring and attending to your every need. Even without being asked. [Staff] seems to be able to tell all my concerns and doubts. Makes me feel better in every way”. People and relatives told us the provider and office staff were approachable and they could ring to talk things through if they needed.

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 confirmed staff treated people as individuals, however, records did not always support this process. One relative told us how staff supported their loved one which included respecting the persons preference to focus mainly on care tasks, they told us, “[Person] just wants them to do the job and go,” they went on to confirm staff always checked whether their loved one needed anything further before leaving their home.

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 gave us examples of how staff promoted their autonomy and gave options to enable them to have control over their daily lives. People and their relatives told us the provider listened to them and acted on their wishes. For example, the provider carried out spot checks to review staff practice and part of this included gathering feedback from people and relatives on the quality of the support they received.

The provider did not always listen to and understood people’s needs, views and wishes. Shortfalls in the provider’s assessment process and subsequent shortfalls with staff training increased the risk of staff not always responding effectively. For example, Dorz care services was supporting people with specific health conditions and risks. Not all staff had received training for managing fluids and nutrition risks. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People were supported by a core group of staff to promote a continuity of care. People and family members told us they were supported well as staff knew them and their preferences. One person told us, “I feel god sent [staff] to me to get through this difficult time”. Staff had access to the office and an out of hours on call system so they could quickly raise or respond to concerns about people or update the management team if there was an incident or if people’s needs had changed.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. We sought feedback from staff and whilst received limited feedback it was positive. One staff member told us, “I am valued through ongoing feedback and opportunities for professional development. I am supported by reasonable workloads and access to support services when I require them”. Another staff member told us, “The manager is always here for us".