CSM Care Services LTD

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. People and their relatives were generally positive about the care provided and described staff as kind, friendly, respectful and professional. Provider surveys included comments such as, “The staff. They treat me with respect and are great,” while another person valued “the companionship offered to me by the carers.” Staff understood the importance of protecting people’s privacy and dignity when providing personal care.

Staff treated people as individuals and understood their personal needs and preferences. People and relatives said staff knew them well, and staff described using care plans to understand people’s routines and preferred support. The provider gave examples of adapting arrangements to meet individual circumstances. Care records contained information about people’s goals and desired outcomes. The provider was reviewing records to include further detail about people’s histories, preferences and what was important to them.

Staff supported people to maintain their independence, make choices and have control over their care. Staff described encouraging people to do as much as possible for themselves and understood that people had the right to refuse care or medicines. People’s preferences and desired outcomes were considered when planning their support. People and relatives usually felt involved in decisions about the care provided.

Staff responded to people’s immediate needs and sought additional support when required. People and relatives said staff responded appropriately when they needed assistance. Records and staff feedback contained examples of changes in people’s health being reported to managers, family members and healthcare professionals. The provider also adapted care arrangements to respond to people’s needs as they changed, this included supporting people to healthcare appointments and reorganising calls when unexpected events occurred.

The provider cared about the wellbeing of staff and supported them to deliver person-centred care. Staff spoke positively about working for the service and said managers were approachable and available when advice or support was required, including outside normal office hours. One staff member said they would recommend the provider as an employer and would be happy for a relative to receive care from the service. Staff said their workloads were manageable and that they were able to take annual leave without feeling pressured to work excessive hours. The provider had also supported staff relocating to the area and responded when concerns about workload or working arrangements were raised.