Crestar Healthcare Ltd North East

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. We saw surveys completed by people with universally good responses and people were happy with their care. People knew the managers and managers knew the people they supported. We talked to people and their relatives, and all people were complimentary about their support. A person told us, “The carers are kind, they always have time for a chat with [family member], which is important as the carers, some days, are the only people they speak to.”

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. Care plans were very clear and personalised. They included rich histories of people and their preferences. One person had requested male-only staff, and the service was able to ensure they were supported in their individual way as requested.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People had full access to their friends, relatives and services they wanted. A person said, “The carers are friendly and helpful, they listen to me and although they are here to help me, I still feel in control.”

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. When people had any concerns, they were shared with the managers and then action was taken to address issues. Daily notes were detailed and enabled managers to anticipate any needs and captured feedback from visits from people to staff and managers.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff under the sponsor programme were being supported well to adjust to living in the UK and in learning local ways of working and living including terms and social interactions. The electronic call system alerted the manager if there was any problem with staff, if there was a missed call for any reason, or if there was a problem they might need to support staff with. Staff felt safe and supported by the managers.