Our Care 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.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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.

People were happy with the care they received. One person told us, “They are kind in every way. They protect me. I am never rushed. They chat to me all the time, ask me how my family is.”

Staff spoke about people respectfully and compassionately and emphasised the importance of being kind and caring.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

People felt they were treated as individuals. One person told us, “The carers are very reliable, they are always on time, they know what I like and what I don’t like.” There were systems in place to ensure people were treated as individuals this included ensuring people were listened to and were involved with their care.

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 involved with all aspects of their care. One person told us, “The carers are lovely, they know what I think, they know what I am going through. They know my dislikes; they try to keep me involved in my care.”

The registered manager and staff knew people well and were able to tell us how people were involved with their care and made choices. However, improvements were needed to ensure care plans and records in place reflected this information.

The provider listened to and understood people’s needs, views and wishes.

People felt their needs were responded to. People’s needs were responded to promptly and when needed, changes to how their care was delivered had been made. For example, call times could be flexibly delivered.

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

The registered manager told us how they valued their staff. They told us they spoke to their staff frequently and were available for them when needed. Staff we spoke with felt it was a good place to work, and they received support when needed. There were systems in place to consider staff wellbeing such as when they needed to work flexibly.