Congratulation Quality Care Also known as Congratulation Quality Care And Cleaning Services 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 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 treated people with kindness and respected their privacy and dignity. People spoke positively about the care they received and told us staff were kind and caring and positive relationships had developed between them. A relative told us, “They [staff] are very professional in all they do, but what I particularly value is how they spend time sitting and talking with [person], they will even stay over their time if interaction is going really well. I feel they understand fully about working with dementia.” Another relative told us, “[Person] always presents as happy with the care and the carers show a good understanding of working with dementia.”

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’s care records contained information about their individual needs, preferences, personal, cultural, social and religious needs.

People were able to visit family and friends, receive visitors and were supported and encouraged to maintain relationships with people who were important to them. A relative told us “There is very good continuity of carers. [Person] goes to a day centre which they enjoy a lot; the carers take them there and take them home. We invited the carers to join in a family celebration of [person’s] birthday last year, because they are very much part of [person’s] world.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported with their independence and encouraged to do as much as they could for themselves. A relative told us “The carer supports [person] to live in their own flat, in ways they recognise. We are very happy with the service.”

Care records showed people and relatives were involved in making choices about their care and treatment. Care reviews with people and relatives took place in which people’s care was discussed and reviewed, and they were involved in making decisions about their care to ensure people’s needs were continually being met. A relative told us “There was a full assessment at first and we’ve had two reviews since, to consider any changes. In addition, the company rings every month to check all is going well. I feel they are always up to date with [persons] care and keep us up to date.” Another relative told us “We had a review in September; it was a two-way exchange of experiences and observations. But they maintain contact regularly anyway, by WhatsApp and telephone calls, and we’ve also arranged to meet at [person’s] house.”

The provider listened to and understood people’s needs, views and wishes. Processes were in place for staff to respond to people’s needs in the moment. Staff had knowledge of recognising when people’s needs changed and understood their responsibilities in reporting concerns to senior staff. A relative told us “[Person] couldn’t manage on their own, so I went back to the agency, and they put in some night-time care for a while….it was clear [person] needed a lot of support. They do extra checks, if necessary, for example if [person] alerts their monitoring service and we ask the service to check on [person], via their out of hours phone line. So, the great benefit of the service is that [person] is not alone for long periods, and it’s helped maintain their familiar routines. For me, the service provides reassurance as I live away from [person], I don’t have to worry about the care [person] receives.”

The provider supported staff wellbeing which enabled them to deliver person centred care. Staff we spoke with told us they felt supported by the provider. Staff told us they could raise any concerns, and they were confident they would be addressed. A staff member told us, “Any issues, we can tell them.” Another staff member told us, “Everything is good here; [management staff] are very supportive.”