Closer Care Services - Main Office

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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.

People told us they were treated as individuals. People’s preference of care staff gender was respected. A person explained, “[Registered manager] gave me a choice between male and female carers, I prefer female and I always have female carers.”

Staff knew people well, and how to meet their needs, including how to promote the person’s independence. One person said, “When I'm in the shower I wash the top of my body and brush my own teeth and that helps my independence."

Records now contained detailed information about people's cultural backgrounds, communication needs, health conditions, personal preferences and desired outcomes.One person had set a personal goal, and staff supported them to meet the goal.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

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

The registered manager had made improvements across multiple areas of the service. These included updating care plans to ensure these were accurate, providing mandatory training in alternative languages, organising additional specific training such as stoma and catheter training, and holding regular supervisions. These positively impacted staff wellbeing.

The registered manager sent out daily reminders for staff. These included a reminder about how to raise a safeguarding concerns, how to stay safe when lone working, encouraging drinks to be left out for people, phone numbers for healthcare professionals, and pressure wound indicators. The Nominated Individual advised they also read each daily reminder, and said, "It helps to keep the topic fresh in your mind."

The registered manager had also implemented a ‘carer of the month’ incentive scheme which staff responded positively to. One staff member said, “There is a new scheme for carer of the month, everyone is waiting for the next one to come out to see who is the carer of the month!”

Staff told us the registered manager made sure they got enough rest periods, and prioritised staff wellbeing when they were unwell. A staff member told us, “If we are not feeling well, [registered manager] says, ‘Take rest, your health is important.’ We never struggle in terms of getting our shifts covered if we are unwell.”