Ralle Health Limited

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.

At our last assessment we rated this key question good. At this assessment the rating has remained the same. 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.

People and relatives consistently described staff as caring, respectful and attentive, and told us they felt confident their family members were well looked after. Staff spoke positively about their roles and described knowing people well, which helped them deliver care in a respectful and dignified way. Care records showed staff took time to provide reassurance, conversation and emotional support alongside personal care, helping people feel comfortable and valued.

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.

For example, care plans described people’s preferred routines, communication styles and the importance of maintaining independence and familiarity at home. There was clear evidence that staff understood people well and adapted their approach to reflect individual needs and preferences. Feedback from relatives supported this, with comments about consistent staff and strong relationships helping people feel safe and understood.

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

Care plans highlighted what people could do for themselves and how staff should support rather than take over. Records showed staff encouraged people to make everyday choices about their routines, personal care and activities, and respected their wishes when people wanted to rest or change plans. Relatives told us staff were consistent and familiar, which helped people feel confident and in control of their care. While some outcomes were not always clearly measurable, staff practice demonstrated a respectful approach that promoted independence and choice wherever possible.

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.

Rotas showed care visits were planned to cover key times of the day, and records demonstrated that care was delivered as intended. Daily notes showed staff monitored people’s comfort, mood and wellbeing and adjusted their support when people were tired, unwell or less motivated. A healthcare professional described an “amazing relationship” with the service and said staff highlighted concerns promptly and went “above and beyond.” This demonstrated effective communication and responsiveness to changes in people’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 spoke positively about working for the service and described a supportive, approachable management style. One staff member told us they “love going to see people in their homes” and felt well supported as a lone worker. Training records showed staff had completed required training, with refresher dates planned in advance. Staff described feeling confident in their roles and working well together as a small, consistent team, which helped them build strong relationships with people and deliver care in a kind and respectful way.