Care To You Healthcare

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 70 (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. Staff treated colleagues from other organisations with kindness and respect.

People were supported by caring and compassionate staff. People and relatives told us, staff were patient and kind with people they supported. Relatives told us they loved ones were at ease and comfortable with their staff. Daily care records were written in person centred ways using respectful language.

One person told us, “I couldn’t do their job. It takes a certain person to do it. They are son kind and thoughtful.”

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

People were respected as individuals with their own cultures and preferences. Care records reflected people’s individual experiences and identified what was important to them. Staff understood people’s wishes and preferences.

One relative described how staff were able to be flexible in their approach when supporting their relation. “Care staff know when to take their time with [Name], they know they need to go with the flow for them.”

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

People were encouraged to make choices both on a day-to-day basis and in relation to longer term plans. Staff promoted people’s independence, some people told us the household tasks they could still complete. Care records showed what people could do and what things they might want to do more of. People had access to equipment and technology to support their independence.

The provider didn’t always listen to and understood people’s needs, views and wishes. Staff generally responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People’s feedback was mostly positive, however some people were made to wait for their morning care calls. Some as late as lunchtime; this meant some people were unable to get on with their day as they would have liked as they were still waiting for personal care needs to be met. We spoke to the registered manager about this, and a more effective deployment of staff has been put in place.

Staff were attentive to risks completing people’s support and responded effectively. One person said, “I have a frame which I do myself, but the staff guide me to make sure They’re very good. My hands are unsteady, but they are very quick to support me so that I don’t fall.”

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

Staff praised their colleagues and management. Staff seemed genuinely happy to be supporting people and felt teamwork in the service was good. One member of staff said, “Colleagues are knowledgeable, the manager is very supportive, and we have people working here who really care about the residents.” Another staff member said, “I love everything about working here.”

Staff had access to additional support from the provider, including health and wellbeing services.

Staff felt able to discuss any issues with management and were confident their views would be valued.