Rosemil Care

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.

This service scored 85 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Relatives spoke highly of the kindness and compassion shown by staff. One relative told us, “Everything is very good. I am very pleased. I always recommend them. I count myself lucky to have them. They seem to genuinely care.” Staff were praised for respecting consent and dignity, with comments such as, “They always ask my relative,” and “They do think about my relative’s safety a lot and that’s quite refreshing.”

People valued the personal touches, including preparing meals to individual preferences: “They do my relative’s breakfast. They make their porridge with some prunes.” Relatives also highlighted meaningful interactions, saying, “My relative enjoys sharing their culture with the care workers and learning about theirs.”

Communication was described as excellent: “I have talked to [the registered manager] a few times. They always listen.” Overall, feedback reflected a service that goes beyond basic care to provide genuine kindness and reassurance.

People receiving care and their relatives described the care workers as kind, compassionate, and respectful, going “above and beyond” to meet their needs. One person said, “Couldn’t wish for better care workers,” while another commented, “They are absolute god sends, we have had no worries whatsoever. They go beyond.” Staff were praised for their attentiveness and flexibility, with feedback such as, “[the registered manager] makes sure it fits in. If we need anything we contact her and she helps out,”

Care workers were also described as treating people with dignity and respect, ensuring consent and privacy at all times. A relative told us, “They respect that my loved one is very coherent, so they ask her as well.” Rosemil Care workers were described as thoughtful and safety conscious.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff respected people’s cultural and religious preferences and adapted care to what mattered most to them. The provider ensured these needs were met, for example by arranging transport so a person could attend church regularly. Gender identity and preferred pronouns were acknowledged and incorporated into care planning, demonstrating a person-centred approach. People were supported to maintain their chosen routines and practices, and staff implemented these preferences into the care provided.

The registered manager told us, “[Person] is a Christian, and they go to church every Sunday, and the care workers take them [Person] identifies as non-binary. We adapt to what they need, their preferences and their likes and we implement it into the care we give.”

A relative also told us, “The care workers set up [their relative’s] cushions to ensure their comfort and their colouring effects are given to them and laid out exactly the way they like them. For a person with limited speech and very limited mobility this is important.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff encouraged independence by allowing people to complete tasks they could manage, such as using a hoist or chair remote. A relative told us, “They allow my relative to action those tasks where they say, ‘I do it myself.’ These include securing one side of the harness to the hoist by themselves.”

Another relative told us, “My relative is assisted in making their choices by the Rosemil care workers, and all is done in a very respectful manner.”

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 provider acted promptly to address people’s immediate needs and prevent discomfort or risk. For example, when concerns were raised about a person aspirating, the provider escalated this to the speech and language therapy (SALT) team and implemented changes immediately, such as supporting them to sit upright during eating and drinking, in line with professional guidance.

Relatives confirmed that the registered manager and staff were “always available” and “constantly contacting us to check if we need any help,” demonstrating responsiveness to changing needs.

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

Staff reported feeling their wellbeing was considered, saying: “I feel my wellbeing is valued. Management is approachable and supportive.” There was evidence of wellbeing check meetings and reasonable adjustments to support staff.

Flexible working arrangements and reasonable adjustments were offered, and contingency planning was in place with senior care workers and the registered manager covering calls when needed. Regular supervision meetings, spot checks, and quarterly workshops provided opportunities for staff to raise concerns, share feedback, and access ongoing development.