Caring Personal Assistants Ltd - Head Office

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• 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 service was previously registered at a different address. This is the first assessment for this service at this address. This key question has been rated outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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.

Relatives and other agencies without exception praised the staff and management for their caring and compassionate approach to supporting people. One person said, “They support you to be happy, healthy and have the best life you can.” Another person said, “I feel safe and respected.” One relative said, “The carers are kind and compassionate and they are very respectful. I don't know how we managed without them."

People and their relatives said staff treated them with utmost dignity and respect. Their comments included, “My support team respect my privacy and dignity.” and “You know when you have a good carer because they are watching and looking not just ticking boxes, they are constantly monitoring your state of welfare and how you are and treat you with dignity and respect.”

People told us they felt relaxed in the presence of staff and were able to have a laugh and a joke with them.

The provider was committed to respecting the emotional needs of people, families and staff’ when experiencing anxiety or ill health. Supporting families with shared acts of kindness and empathy was embedded across the culture of the service. Where people showed signs of upset or distress staff tried to understand why and worked with the person to reduce their anxieties, until they were settled. There was constant reassurance and encouragement from staff.

The provider monitored staff wellbeing. This fostered high levels of resilience, with staff enabling them to respond calmly and compassionately even in the most difficult situations. The service promoted a strong work–life balance and supported staff both personally and within teams.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

One person had previously been an avid sportsperson, but due to a decline in their health they had stopped taking part in the activities they once enjoyed, such as walking, skiing, and swimming. Their support team were highly responsive to their aspiration to rekindle these interests. With encouragement and tailored support, their key worker accompanied them to attend skiing sessions so they could begin to reconnect with activities that were meaningful to them. Another person said, “Maintaining my independence is at the heart of the agreement between Caring personal assistants, my support team and myself. My support team have become particularly aware of communication needs through delivering support to enable me to undertake voluntary work with a local hospital, communication matters and the University of Sheffield in the research and development of augmentative and alternative communication.”

The provider was exceptional at promoting people’s independence. People told us they understood their rights and had genuine choice and control over their care, treatment and wellbeing.

The provider fostered a strong culture of care in which staff valued people’s individuality, upheld their rights and supported them to develop and flourish. Leaders were passionate about improving people’s quality of life, and it was clear staff shared this vision. Staff described feeling proud to work for the service, telling us, “I love my job, it is so rewarding.” and “They are a great company to work for. They are organised and focused on person‑centred care.”

Without exception, people consistently praised how staff promoted their independence and supported them to make decisions. One person told us, “Fostering and promoting independence is at the heart of Caring Personal Assistants’ ethos. Information about my health, care and support needs is a 2‑way channel. I can take advantage of staff and management advice while adapting it to my own circumstances and needs.”

People told us they felt safe because staff helped them maintain their independence. We saw robust systems in place to assess and manage risks appropriately. Staff demonstrated a caring and respectful approach that supported people to take positive risks in a way that upheld their dignity, choice and emotional wellbeing. They took time to understand each person’s preferences, fears and aspirations, building trusting relationships that enabled individuals to feel safe when trying new experiences.

The service was flexible and responsive to people’s needs. Visit times could change when people required support to attend hospital or other health‑related appointments. One person told us, “Caring Personal Assistants are marvellous; they go above and beyond. The staff are superb at getting me doctor’s appointments, and they come with me to all of them.”

The provider listened to and understood people’s needs, views and wishes effectively. Staff responded to people’s needs in the moment and acted promptly to minimise any discomfort, concern or distress. Staffhad a good understanding of people’s needs and preferences. People and their relatives spoke about how the support was adapted to meet their changing needs. People spoke about support being offered in a calm and unhurried manner, ensuring their comfort and safety.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

The provider consistently prioritised staff wellbeing and created a culture that empowered and supported staff to deliver person-centred care. Staff spoke highly of the management team’s commitment to continuous improvement and their shared vision of enhancing people’s quality of life. It was evident staff were extremely proud to work for the service and felt valued, appreciated, and enthusiastic about their roles.

Staff described a workplace culture that fostered creativity, openness to change, and collaborative problem-solving. They felt confident seeking support and praised the management team’s skills, knowledge, and dedication to service development. Regular supervision, including one-to-one sessions, appraisals, peer support, and team meetings, provided opportunities for reflection, learning, and sharing best practice. These meetings also enabled staff to explore topics relevant to their roles and the needs of people using the service. Staff told us this made them feel supported, respected, and involved in the direction of the service. A staff member said, “It’s the best service I have ever worked for. The management are approachable and very supportive.” Another person said, “They not only care for the service users they care for the staff as well.”

The provider demonstrated a strong commitment to equality, diversity, and inclusion, with policies in place to uphold these values and ensure the service remained responsive to diverse needs.