Reliant Care Limited - Hammersmith

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 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.

People were treated with kindness, compassion and dignity. Relatives told us people had good relationships with staff. A relative explained, “Staff are very kind and [person] adores them.” Staff knew people well and were able to explain about their needs and preferences. We saw staff treating people well and in a friendly way. People were relaxed and had fun with staff. When people started to show signs of distress, the staff were prompt at responding to these and providing comfort.

People were treated as individuals. Staff understood their individual needs and preferences. Staff supported people to pursue their interests and to celebrate their cultures and religions. They supported some people to attend places of worship. Staff helped to create culturally appropriate meals and activities. Staff regularly reviewed and updated care plans. They consulted with relatives to make sure these reflected people’s individual needs.

People were supported to make choices. Staff presented information in personalised ways, using pictures, objects of reference and personalised signs to help ensure people understood the choices being offered. We saw staff responding when people made requests.

People were supported to be independent when this was safe. Staff helped people develop skills, such as cooking, cleaning and recognising hazards. They created personalised plans for people to follow each day. Comments from staff included, “[Person] likes to prepare food and loves going out” and “[Person] can make simple meals and has developed an understanding of safety during cooking sessions.”

Relatives told us people were involved in everyday tasks and a range of leisure activities. A relative explained, “[Person] enjoys participating in activities alongside staff.”

Staff responded to people’s immediate needs. People were supported by staff 24 hours a day and were able to request help when they needed. Relatives told us staff identified when people were unwell and took prompt action. We saw staff were responsive to people’s requests and enabled them to make choices. For example, a person expressed they wanted to go for a walk and staff supported them to do this.

The provider supported staff wellbeing and enablement. Staff told us they were supported to undertake qualifications and work towards promotion. A staff member explained, “The organisation is committed to staff development through ongoing training, supporting with qualifications and enhancing professional careers.”
Staff felt supported by managers and each other. They explained there were opportunities to discuss their work and any concerns with line managers. Their comments included, “I feel supported because of the strong teamwork and accessible management” and “I get full support and am never left alone. I can call a manager whenever I need.”