New Support Care 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 newly registered 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.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

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.

Care plans detailed how staff should approach people in a kind and caring manner. We saw that the provider, as a kind gesture, had delivered flowers to a person on Mother’s Day.

Staff told us, “I give people time, speak to people kindly and explain clearly” and “I establish a rapport”. People we spoke to felt that staff were kind and caring, we were told “They are calm, patient and kind”, and “They treat [Person] well.”

This meant people were supported in a caring manner and treated with respect.

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.

We saw care plans were individual, they contained details of people’s preferences and wishes, they included details such as people’s preferred pronouns and likes and dislikes. For example, we saw a care plan which noted the person had a strong dislike of some food items, this information enabled staff to avoid these items.

Staff we spoke to were able to describe how people were supported, Staff told us “Each person is different,” Relatives told us, “they are very good with [relative] they know them well” This meant people were supported individually and in line with their preferences.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care pans noted people’s preferences and contained details of what they needed support with and what they could do for themselves. For example, a care plan recorded how much personal care a person could complete themselves and what encouragement they needed to maintain this area of independence.

Staff we spoke to described how they encouraged people to maintain their independence comments included “I encourage [person] to do as much as they can themselves”, and “I do one area and [Person] does the area they can do themselves”. A relative told us, “They encourage [relative]”.

This meant people were supported to maintain their skills and have choice within their lives.

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.

The registered manager told us that they worked with people to ensure their support was flexible.

People we spoke to were happy with the support they received, we were told, “[registered manager] listens to me, I just have to ask”.

Staff we spoke to explained how they adapted support to meet people’s needs which often changed daily. Staff told us they supported people calmly and adapted their style to meet the person’s needs in that moment. This meant the provider could be assured that people’s immediate needs were met and minimise distress.

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

We spoke to 5 staff who told us the registered manager was supportive and approachable. Comments included, “I feel valued”, “When you are appreciated it motivates you” and “[registered manager] remembers birthdays, that is fantastic” and “small things [registered manager] does make a difference.”.

The registered manager told us that they supported staff with learning to drive including providing financial support for this.

The provider completed supervision with staff regularly. Staff told us that support was given during these supervisions. Comments included “[registered manager] identifies your strengths,” and “[registered manager] offers options for training.”

This meant the provider could be assured there was a focus on workforce wellbeing.