Caring Connections - Warrington

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 this key question was unrated. This is the first rated 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 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 and their family members told us that staff were kind, compassionate and treated them with dignity. One person told us “Everyone of them are kind and caring”, other comments included, “Always respectful of me” and, “The staff are ok and they are willing to anything they can do for you, helpful.” People and family members spoke of the kindness offered to them when staff visited, above and beyond their role. They gave examples, of staff offering to do tasks that may be difficult for the household, for example, putting out the bins. One family member explained that staff were very conscious of maintaining their relative’s dignity and had developed ways to make their feel comfortable when personal care was being delivered. Another family member told us of how staff had supported them when they were unwell during a visit to the partner.

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. Staff had access to policies, procedures and training in equality and diversity. People told us that staff respected their individuality. Family members told us staff listened to their relatives and how they wanted their care and support. For example, one family member told us, “They are very sensitive to (Relatives) needs."

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 their family members told us their choices were respected and that staff promoted their independence. One person shared due to the support from staff, the number of visits they required from staff had now reduced. They also told us their preference for a specific gender of staff to support them had been respected. A family member explained staff always ask their relative during each visit as to how they wished for their care to be delivered, they told us “They do it on my partner’s terms (delivering care) as to where they want their care to be delivered that day."

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 and their family members told us staff understood and were adaptable to their needs. Staff showed a good understanding of the needs of the people they supported and were able to give examples of how they got to know people’s likes, dislikes and preferences to minimise discomfort when care was being delivered.

The provider always cared about and promoted the wellbeing of their staff and supporting and enabling staff to always deliver person-centred care. The provider had developed and implemented systems to support the staff team’s health and well-being. In addition to regular team meetings and supervision, staff well-being leads were in place to support the team. For example, well-being leads were in place for menopause and mental health. These roles gave staff the opportunity to speak with the designated staff about any issues affecting their work and personal life. Team building opportunities were in place to enable staff to socialise with their families and promote positive working relationships. For example, a funded camping trip was planned for the summer for staff members and their families.