Rapid Improvement Care Agency

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 service treated people with kindness, empathy and compassion. They respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Staff delivered personal care to people in a warm, compassionate and considerate manner. Staff understood what was important to people, and they supported and respected this. They developed trusting relationships with people they regularly supported and demonstrated sensitivity to their care needs and wishes. The care and support people received from staff respected their privacy and dignity.

People looked at ease, comfortable and happy in the presence of staff. The way staff interacted with these people was characterised by kindness and respect. Staff were attentive and reassuring to the people they were supporting. We observed staff socially engage and laughing with people in a relaxed and jovial way indicating they had built trusting and valued relationships with these individuals. Managers and staff spoke about people they supported in a respectful and affectionate manner.

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.

Staff treated people as individuals, respected their preferences and routines, and tailored care to their personal circumstances. Staff understood what mattered to people and ensured care was delivered in accordance with their expressed wishes as set out in each person’s individualised care plan. These plans contained detailed information about people’s strengths, likes and dislikes, spiritual and cultural needs, and how they preferred staff to meet their personal care and support needs and wishes.

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

Staff supported people to be as independent as possible with the tasks of daily living. Care plans gave staff a good overview of people’s differing dependency levels, so they knew exactly what people were willing and capable of doing safely for themselves, and what tasks they would need additional support with. These plans made it clear there was an expectation on staff to proactively encourage and support people to do as much for themself as possible. One person told us, “I am quite independent and the staff encourage me to travel to college on my own on public transport.” Another person added, “Staff support me to cook and go out shopping to buy thigs I want with my own money.”

People had choice and control over how their care and support was provided. People confirmed they could make informed choices and decisions. One person told us, “I often go out to the local shops to buy ingredients for things I would like to cook myself or for the staff to make for me. I’m pretty free to go out and basically do the things I need and want to do when I want to do them, although I know I have to be at college at certain times.” People’s choices and decisions were reflected in the care and support planned for them. Staff understood the preferred ways people communicated and expressed their choices.

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 supported people to access external health and medical care services as and when required. Staff were aware of people’s health care needs and how to respond to any immediate health care emergencies to minimise the risk of people becoming distressed or unwell, emotionally and/or physically.

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

Staff told us the managers and their fellow co-workers cared about each other’s well-being and had created a positive environment for everyone to work in. A member of staff told us, “I feel supported by my employer. I can contact management if I need advice or support anytime, and my well-being is considered during supervision.” Another member of staff added, “I feel supported by the managers who are contactable whenever you need them.” Staff said they could request additional support or training if needed.