Caring Personal Assistants Ltd - Head Office

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

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 good. This meant people’s needs were met through good organisation and delivery.

This service scored 86 (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 was exceptional at ensuring people were at the centre of their care and treatment choices. They worked in partnership with people to decide how to respond to any changes in their needs.

People received highly individualised care. One staff member said, “Person-centred care means putting the individual at the centre of decisions and ensuring they have choices in what care they would like, respecting their choices, values and needs, and tailoring support to suit them individually.” People told us they were extremely happy with the service, and relatives said staff had improved both their loved ones’ quality of life and their own. One person commented, “The care I receive is of a high quality and is person-centred. My staff deliver support with compassion and respect. I have found my current support team to be receptive in tailoring support to my needs.”

People were supported by consistent staff who knew them well and could communicate effectively with them. Staff understood the importance of person-centred care and supported people to make their own choices. Everyone we spoke with told us they were very happy with the support they received. Staff were knowledgeable about people’s needs and wishes. The team was proactive and creative in supporting people’s emotional wellbeing, and we saw particularly high levels of personalisation in people’s care and support.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People were supported by a core staff team, relatives told us they received the same staff, which allowed staff to get to know people well and provide a continuity of care for them. Relatives told us they trusted staff and staff always arrived on time. One relative said, "We like the friendliness of staff. We know who’s coming and when they are coming. I feel confident with them."

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider ensured people received clear, accessible and timely information about their care, rights and the support available to them. This empowered people to make informed choices and participate fully in decision‑making. Staff used a range of communication tools, including easy‑read formats, visual aids and assistive technology, to tailor information to each person’s needs and preferences. Information about care plans, medication, safeguarding and complaints procedures was shared in ways that promoted understanding.

People’s individual communication methods were documented, and staff clearly understood how each person expressed their thoughts, including those who were unable to verbalise. Staff described using methods such as Makaton or variations of it, finger spelling, facial expressions and gestures. Documentation was provided in different formats when required.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

People consistently told us they could get in touch with the office and that staff were easy to get on with. People said they were involved in all decisions about their care, and we saw evidence this had led to people leading their support based on their goals ,aspirations and hobbies. One person said, “I consider augmentative and alternative communication to be my most acute need, as a result, communication support are amongst the first skills members of my support team acquire and are highly maintained.“

Conversations with people who used the service gave an excellent impression of the manner and professionalism of the care support workers and managers. People told us staff actively listened to them and involved them in all aspects of their care. One person said they felt heard, respected and able to communicate their needs which made them feel in control and genuinely involved in shaping their care. People told us they would definitely recommend the service to others and many of the people who use the service and work at the service came from recommendations of others.

People and their relatives knew how to make a complaint and were able to share their views and opinions about the service they received. The provider listened to all complaints and made sure people were confident their complaints would be taken seriously. There were also surveys in place to allow people and their relatives the opportunity to feedback about the care and treatment they received.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff demonstrated an exceptional understanding of equality, diversity and inclusion. All staff completed comprehensive training in these areas, which was regularly refreshed, and this learning was clearly embedded in everyday practice. The provider and registered manager fostered an inclusive culture where diversity was actively valued and recognised as central to delivering high quality, person centred care.

People were meaningfully involved in selecting the right staff for the service. They took part in recruitment processes, giving feedback on applicants and helping identify the personal qualities they felt were important. This ensured new staff not only had the right skills, but also the right values and approach to support people well.

Risks associated with people’s disabilities were assessed in a proactive and person‑centred way. Staff supported people to take positive, informed risks that enabled them to increase their independence and participate in a broader range of meaningful activities. Risk assessments focused on what people could do with the right support, rather than limiting opportunities, and were regularly reviewed to ensure they remained safe and enabling.

The resulting mix of staff in terms of age, gender and background was thoughtfully shaped around people’s individual needs and preferences. This was evident in both recruitment decisions and the way staff were matched and organised with people to deliver support. People consistently benefitted from this highly personalised approach and described feeling understood, respected and supported by staff who they felt were the ‘right fit’ for them. This demonstrated person centred leadership that exceeded expected standards and contributed to the outstanding care people received.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

People experienced very positive outcomes as a result of the service they received and gave us outstanding feedback about their care and support in most areas. Staff consistently went above and beyond to support people to reconnect with hobbies that were important to them. They also empowered individuals to attend and present at conferences, enabling them to share their experiences and expertise. This exceptional practice significantly enhanced people’s confidence, wellbeing and sense of identity. One professional commented, “Staff have been proactive and motivated to encouraging/prompting those with cognitive impairment to be active in their communities in completing meaningful, fulfilling activities, achieving rehabilitation goals and improving quality of life.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.