Cornwall Home 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

Caring

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.
 

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 told us staff were caring and they had no complaints about their care. Relatives were also complimentary about care staff. Comments included; “The carers are new friends and [my relative] feels safe and well cared for.” and “Most know me by now and they are all very good.”

An external healthcare professional commented, “They [care workers] demonstrated a genuine desire to care for someone, rather than just delivering a service.”

The provider treated people as individuals. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff delivered kind and compassionate care. Professionals told us, “I believe the company were going above and beyond for a very vulnerable older person. They spoke fondly of the person and clearly wanted to do all they could do to support them.”

People described staff positively, describing them to be caring, kind and trustworthy.

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 relatives told us, “Staff take great care especially when delivering personal care to ensure that privacy and dignity are respected, also explaining each time what will be happening during that care.” And “The carers are able to interact well with the people they care for because they visit regularly and have built up a rapport.”

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 demonstrated patience and attentiveness when supporting people. Care staff took time to listen and allowed people space to express themselves. One staff member explained, “Had to call 111 and the falls team. Person had fallen from the chair, and we (double handed call) didn’t know how long they had been there. We placed cushions around them to make them more comfortable and waited for the falls team who came and helped get the person up.”

One relative told us they had, “confidence in the carers” and felt their relative was, “safe whilst they were in the house.”

The provider cared about and promoted the wellbeing of their staff.

The provider supported staff with caring responsibilities offering flexible working arrangements and adjusting shift patterns. Care staff told us, “I don’t work Tuesdays and Thursday” and “We are a small team, sometimes there are long days” and “The workload is manageable, 2 days off this week, [Registered manager] makes sure the workload is not too heavy and will always ask before if I can fit in an extra shift.” And “[Registered manager] dropped off ice lollies and drinks during the hot spell.”