Reliance Community Care Limited Bradford

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 Outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. This caring approach extended to interactions with external professionals, with staff treating colleagues from other organisations with warmth and respect .
People and their relatives consistently told us that staff treated them with genuine kindness and compassion. They shared numerous examples of when staff had gone above and beyond to offer support in a thoughtful and personal way. One relative said, “They always ask if there is anything else they can do for [person].” Another told us, “[Person] appreciates the way the staff sit and talk with them, it makes [person] feel like a human being. They are doing more than just the care tasks, [person’s] face really lights up when the carers come in, they listen to [person].
Staff spoke about the people they supported in a warm, nurturing manner, demonstrating deep respect for their individuality and emotional wellbeing. People's dignity was consistently upheld, particularly during personal care, with staff taking time to ensure people felt comfortable, listened to, and in control. Independence was promoted wherever possible, supporting people’s confidence and self-esteem.
The provider also demonstrated compassion through thoughtful gestures that were highly valued by people and their families. For example, staff bought flowers for people on their birthdays, and sympathy cards were sent to families when a person passed away. These acts of kindness showed a heartfelt commitment to building meaningful relationships with people and their loved ones, recognising the emotional side of care as just as important as the physical.
 

The provider ensured people were treated as individuals, with care tailored to their specific needs, preferences, and backgrounds. Where people had protected characteristics, staff provided support in a way that respected and upheld their identity and individuality.
Staff gave examples of how they promoted choice, even when people had difficulty communicating, using alternative methods to ensure their voices were heard. People and their relatives told us that staff understood and respected their wishes, and that care plans were followed closely to meet those needs.
Staff demonstrated genuine empathy and a person-centred approach, treating people as individuals rather than tasks. This contributed to care that was not only effective but also meaningful and respectful.
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
People and their relatives confirmed that staff supported them to make decisions and maintain autonomy in their daily lives.
Staff provided clear examples of how they encouraged individuals to make their own choices, regardless of their level of need, ensuring people remained in control of how their care was delivered. This included respecting decisions around routines, meals, personal care, and how they wished to spend their day.
Importantly, the provider supported people to maintain independence when accessing the community by ensuring appropriate, person-centred risk assessments were in place. These assessments identified any potential risks while putting effective mitigation strategies in place, allowing people to engage in community activities safely and confidently. An excellent example of outstanding risk management involved one person who had a history of going out into the community and engaging in an activity, which had previously increased their risk of falling. Rather than placing restrictive limits on the person’s choices, the provider worked closely with the individual, their GP, and even a public community facility to create a collaborative and respectful plan that allowed them to continue socialising safely. The resulting risk assessment clearly outlined strategies to monitor the person’s safety while respecting their autonomy. The person remained fully compliant with the plan and expressed satisfaction with the support they received, demonstrating that risks were being well managed without compromising their freedom or dignity.
This approach enabled people to remain active, connected, and independent, while managing any associated risks with care and sensitivity.
Daily care notes were written in a kind, respectful, and professional manner. These records reflected people’s assessed needs and personal wishes, aligning closely with their care plans. We also saw how care records further supported people’s independence and choice ensuring their voices were captured and respected in ongoing care planning.
 

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.
Records demonstrated that staff responded promptly and effectively to people’s immediate needs. When necessary, staff sought support from relevant professionals to ensure timely and appropriate care interventions.
People were supported with technology to maintain their safety between care visits. Staff ensured individuals had access to IT systems and devices needed to summon help quickly if required.
Staff also explained how they supported people who used falls pendants and worked closely with the Safe and Sound service, which monitors these devices, providing an additional layer of reassurance and rapid response.
 

The provider demonstrated an exceptional commitment to the wellbeing and development of staff, creating a positive and empowering workplace culture. Staff were fully supported and enabled to deliver consistently high-quality, person-centred care through a range of meaningful initiatives that promoted happiness, motivation, and professional pride.
Staff spoke highly of the organisation’s focus on appreciation and recognition. A new staff reward points system had been introduced, allowing every team member to be individually acknowledged for their unique contributions and strengths. Unlike traditional 'Employee of the Month' schemes, this initiative ensured that recognition was inclusive and personalised, celebrating a wide range of values and behaviours across the team.
Staff told us how these initiatives significantly contributed to their wellbeing and job satisfaction. They felt seen, valued, and supported not only as employees but as individuals. One staff member said, “It’s the first place I’ve worked where I feel genuinely appreciated every day.”
The registered manager was described as approachable, caring, and highly supportive. Staff consistently told us they felt listened to and respected, and that their ideas and concerns were taken seriously. This strong, open leadership style had created a culture where staff felt empowered, motivated, and proud to be part of the service.
As a result, staff wellbeing was deeply embedded in the service’s values, and this had a clear and positive impact on both staff retention and the quality of care provided.