Time2Care (BSE) Ltd

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.

There was a visible culture of kindness and respect across all staff which was embedded into day-to-day practice. People were complimentary about the kindness of staff and how they supported them with dignity and respect. A person said, “I would describe the care as outstanding and the carers are brilliant. I feel in control of planning my care and support. The staff definitely treat me with respect and dignity.”

Staff demonstrated an understanding of the importance of treating people with kindness, compassion, and respect. On staff member said, “I have found that all [people] are treated with the up most respect and kindness. I have found when I am out working that [people] arealways happy with the care staff they have.” Another staff member told us, “All [people] are treated with kindness and respect. When I started to work for Time2Care I was amazed at how all of the staff go out of their way to ensure [people] are cared for in such a professional and kind way.”

Feedback received from an external professional provided additional assurance about the quality of care and support delivered by the service. The professional shared examples of compliments they had received regarding the care people experienced, highlighting the positive impact staff had on those they supported.

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.

Daily records showed that care was provided in a way that reflected people’s individual preferences and circumstances. This helped to ensure support remained person-centred and responsive to each person’s identity and 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 told us staff promoted independence and encouraged them to do as much as they could for themselves.One person told us, “Staff support me to maintain my independence by helping me at home and suggesting things for me to do such as gardening for instance, I do my own gardening again now, years ago I won best garden but it got to the point where I couldn’t do it anymore and they got me back doing it again.”

Relatives also described how staff supported independence in a sensitive and respectful way. One relative told us, “Staff supported my [family member] to be more independent encouraging [family member] to walk around and get out with their [mobility aid].”

Staff demonstrated a clear understanding of the importance of maintaining people’s independence. One staff member said, “When in a [person’s] home I will always promote dignity and respect to enable them to do as much as possible.”

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.

Staff had a good understanding of the people they supported and were able to identify changes in their presentation that could indicate a decline in their health or well-being. Relatives spoke positively about the consistency of the support team, explaining that this promoted continuity of care and helped ensure support was delivered reliably and without interruption.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

There were robust systems in place to support staff wellbeing.A member of staff said, “I feel we are respected. The management always thank us for things we do and offer support.
Feel very supported at work. The managers are always at the end of the phone if needed at any time of day or popping into the office is always an option. They are very supportive and encourage you to come for a chat and you always feel welcomed.” Another staff member told us, “I feel extremely supported in my role, if I have any doubts a member of the team will be at hand to answer the phone for questions. I had my last supervision a couple of weeks ago and it was a great experience.”