Riseup Healthcare 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 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 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 told us this. The people who used the service, and their relatives, spoke highly of the staff who supported them. They told us staff were consistently kind, caring, and thoughtful and provided care that protected people’s dignity. One relative said, “Staff are just very kind. They are patient and show a lot of interest in [family member]; they are gentle, lovely people who have restored my faith in human nature.”

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. Whilst people’s care plans did not always reflect people’s full needs, likes, and preferences, people consistently told us these were met in practice by every staff member who supported them. For example, we heard examples where, because staff knew people so well, they identified when people were physically unwell or feeling upset or distressed. One relative said, “Every day, staff are kind and caring. Little things, if [family member] is a bit down, staff will sing with them or go through photos. They have a personal connection with [family member].”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing; people told us this. We heard many examples of how staff encouraged people to remain independent and empowered them to have control over the care they received. One person who used the service told us how the support they had received from Riseup Healthcare Ltd had positively impacted on their life and ability to live independently. They said, “I’ve reduced how many calls I have a day and it’s all down to the staff. They have encouraged me. It’s thanks to them I’m much better.”

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 staff knew them, their preferences, routines, and needs well meaning the care they received provided comfort and increased their confidence. For example, one relative said, “I’m extremely confident in the staff’s abilities, I’m really happy with them. They are so good with [family member], they understand their needs and how to speak with them. They are excellent with [family member]. It’s the level of care, understanding, and empathy that enables [family member] to be in their home rather than a care home.” We also heard examples of how staff comforted people and provided care in emergency situations or when they were particularly upset. One person who used the service said of a time they were upset, “The staff member rushed in and wrapped their arms around me. They could see I was upset. We have built a great relationship.”

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 this. One staff member said, “The culture within the service is positive, supportive, and focused on providing high-quality, person-centred care.” A second staff member told us, “The culture is supportive and professional. As a care worker I feel valued and trusted. Any concerns or views I can freely discuss with the management and I feel heard.”