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. At our last assessment we rated this key question good. At this assessment, the rating has remained 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. Comments made by people about how they were treated by this provider who were receiving a home care service was overwhelmingly positive. They included, “They [staff] are kind and caring. Staff couldn't be any nicer, so I'm happy with them”, “The carers are really lovely and engage me in conversation and are so friendly and cheerful” and “Our live-in carers are all fantastic. My [family member] feels really comfortable with all of them. They call my [family member] by the same name we do, which we love”.

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. One person told us, “I do have a care plan which is organised thoroughly and followed by the carers who visit me at home.” A member of staff added, “Every person’s care plan is different and includes what each person likes, dislikes, their routines, what they can do themselves and what they need help with. For example, one person I support likes to have breakfast later and another likes a certain brand of tea. I get to know each person and what matters to them.”

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.

People confirmed they had full choice and control of the care they received. People’s choices and decisions were reflected in their care plan. Staff understood the preferred ways people communicated and expressed their choices. 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 community-based 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 wellbeing 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 wellbeing 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 wellbeing 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.