Roster Home Care Ltd Derby Office

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 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.

Relatives were happy with the care and support their family member received, describing the staff as being caring and reliable. One relative said, “Nothing is too much trouble.”

Staff demonstrated a clear understanding of the importance of promoting people’s privacy and dignity. A staff member said, “The service is committed to providing compassionate and person-centred care, and every client is treated with dignity, respect and kindness.”

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.

Relatives valued continuity of care and felt having regular care staff contributed to people’s positive experiences. Staff understood the importance of treating people as individuals. One staff member told us, “The organisation is committed to providing compassionate and person-centred care, and every client is treated with dignity, respect and kindness. I visit clients in their own homes and provide one to one support tailored to their individual needs.” A relative stated, “We are more than satisfied, from a personal perspective they [staff] have been remarkable and supportive of us.”

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 supported by staff, who encouraged them to maintain their independence. A relative said, “Staff are really clear with them and communicate well, and don’t take away from them the things that they can do.”

Care plans contained information relating to individual independence. For example, one person's care plan stated, “To be as independent as possible and it’s important for me to keep doing things for myself.”

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 had access to care records which provided information about people and their needs. Staff knew who to contact when a person’s needs changed or when they needed immediate help. One staff member said, “I understand that I should always follow the most up-to-date care plan and report any changes in the service user’s needs.”

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

Staff were positive about working for the service and described a supportive and inclusive culture. They told us they felt well supported in their roles which included support from management, which helped them to provide effective care and support. A staff member said, “The team is supportive, communication is good, and I feel well equipped to deliver safe and high-quality care.”