CaringSmart Ltd - Dorset

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 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.

Overall feedback from relatives was consistently positive, describing staff as being, “‘amazing’” and,“Time keeping has been good.”

The provider told us all staff demonstrated kindness and compassion during interactions with people, as it was ingrained in their way of working. They said they were very proud of the staff team as they always put the person at the forefront of everything they did.

Staff told us they had received training that focused on treating people and each another with dignity and respect. This was reflected in the way care was delivered and in the feedback we received.One relative said, “They [staff] do respect his dignity.”

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 received consistent timely care from familiar staff who understood their needs and got along with them. People were kept informed about any changes to their support.

People told us they were treated as individuals and that staff knew them well. Care records contained detailed and personalised information about each person’s life history, preferences, and routines. Feedback from staff confirmed an individualised approach was fully embedded in the service’s culture and everyday practice.

The provider had an equality and diversity policy in place. The policy detailed the providers commitment to uphold legislation and best practice to ensure people and staff were treated fairly.Staff told us they were treated equally and fairly.

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

Care plans detailed how people and staff could promote this. For example, encouraging people to do as much for themselves as possible and by offering choices. Care plans were reviewed regularly with the person involved to ensure information reflected what the person wanted. A person told us, “I prefer female carers and that’s what I get”.

The registered manager told us people’s rights were central to the agency’s way of working. They told us staff demonstrated these values throughout their work, which was monitored during spot checks and training. Staff confirmed this. They told us they always encouraged people to remain as independent as possible and be involved in their care.

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.

People told us they received a reliable service which met their needs. They said staff always arrived on time and knew them well. One person told us, “They all know what to do, so they don’t overwhelm you.” This meant there was no anxiety about their support being missed or being supported by unfamiliar faces.

People and their relatives told us communication with the service was effective, and they felt informed and actively involved in decisions about care. Records showed that staff supported people’s needs and responded appropriately. They liaised with external professionals when necessary, ensuring timely interventions and person-centred responses.

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

Regular staff meetings and opportunities for team working had helped to foster a positive and inclusive working culture. Supervision and appraisal were used to develop and motivate staff, review their practice or behaviors, and to focus on professional development. One staff member told us, “The management at CaringSmart Ltd is approachable, supportive, and always willing to listen. They are available when needed, we have team meetings for open discussions.”

Clear processes were in place to support staff with their mental and emotional health, and staff told us they had felt valued and listened to. Staff also told us they felt appreciated. Comments made included, “I genuinely believe the company cares deeply about both the individuals we support and the staff.” Staff also told us, “Management compliment staff each month, ‘Staff of the month’ and ‘Super star of the month’ and they get reward with money.”