Train2Care Academy

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 good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 their relatives told us they were treated with dignity and respect by staff. We received comments like, “The [staff] are really lovely, and deliver care in such a gentle way” and “My [relative] loves everything to do with the [staff] and the company, they give [relative] is the most important part of [their] day.”

Care plans had sections for people to discuss their advanced care needs if they wished to, and how they wanted to be supported in relation to this.

The provider did not always treat people as individuals or document people’s backgrounds in relation to their protected characteristics.

People's care plans did not always contain comprehensive information about their protected characteristics, including their sexuality, culture, religion, or other equality and diversity needs. People and their relatives did not express any concerns about this, and there was no evidence people’s care was affected by the lack of information. However, we fed back to the registered manager to consider for improvement.

Staff had received training in equality, diversity and inclusion and demonstrated an understanding of the importance of respecting people's individual needs and preferences. Staff were able to describe how they delivered personalised care and promoted people's rights. One staff member told us, “I take time to listen to each person and provide support in the way they prefer. I respect their decisions and preferences when providing care.” This showed staff recognised the importance of treating people with dignity and respecting their individuality.

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

People and their relatives told us they understood they had rights and control over their care and support needs. They would have talks with staff and the registered manager about this if required.

Care plans documented what support people needed to help them maintain their independence despite still requiring support with regulated activity. Care plans also noted people’s social goals and activities, and how people should be supported with these.

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.

People told us their views and wishes were listened to, and concerns were acted upon quickly. One staff member said, “I monitor people’s wellbeing during my visits, and act upon or report concerns if there are any.”

People told us they were able to contact the registered manager at any time if required.One person said, “I know the [registered] manager and can call and ask anything, if there is an issue.”

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

Staff told us they were treated well by the registered manager. They felt that their work schedule was manageable, and they could speak to the manager if they had any concerns.One member of staff said, “Everyone is treated with respect and kindness, regardless of their background. Staff are valued, supported and given equal opportunities.”

The provider ensured staff received sufficient training to support people well. The had an open-door policy, so people could speak to management about concerns if required.Staff told us they received supervisions on a regular basis, and team meetings were held regularly where they could share concerns and give feedback on the service. We reviewed records in staff files which supported supervisions took place.