Casbrook Home Care 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 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.

Relatives told us their family members were supported to maintain a standard of hygiene, appearance and dress that reflected their choice and promoted their dignity. They told us staff had a good understanding of how people’s medical conditions may affect their abilities and behaviours in everyday life. They said staff adopted a patient approach, which had led to positive outcomes around people’s engagement and acceptance of support. Staff were motivated in their role. They told us how they enjoyed supporting people and took pride in the positive impacts of care, such as promoting people’s independence, dignity and wellbeing. One staff member said, “The thing I enjoy most about my job is the feeling of giving something back and making a difference to someone’s day”.

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.

People told us they were treated as individuals, and they valued the support that they received from staff.

People’s communication needs were documented in their care plans. Details around people’s cultural, spiritual and religious needs were documented in their care plans too.

Staff told us they valued people as individuals. They said they adapted their approach depending on what was most effective when working with each person. For example, staff approached some people using humour to build a rapport, which encouraged people to engage with support. This helped to ensure people were supported in a way which reflected their individuality.

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

People and relatives told us they experienced positive outcomes in relation to maintaining their independence, meaning they could safely remain in their own homes. Examples included, people being supported to regain strength and mobility after hospital discharge and encouragement to be active in their everyday lives.

People’s care plans detailed the support they required with their personal care. This included where they were able to carry out tasks independently without support. People confirmed they were able to control the level of care, which helped to ensure staff only provided care people wanted.

Staff were motivated in supporting people to remain independent in their own homes. They said it gave them a sense of achievement and pride knowing that they were making a positive difference to people’s lives.

People were given the opportunity to express their preferences regarding staff. Where there were issues around compatibility of staff, the provider made efforts to resolve issues or find replacements.

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 that staff knew them well and recognised when they were struggling, unwell and needed extra support. For example, one person told us staff had recognised changes in their behaviour and supported them to contact the GP, who diagnosed an infection. Staff helped to ensure the person received timely treatment.

Staff had a good knowledge of people’s needs and gave examples where they had acted responsively to changes in people’s condition. This included adjusting call times or durations where required.

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

All staff spoken to told us they felt supported and valued in their role. One staff member said, “I can honestly say that the support I've received from (my line manager) has been amazing”. The provider sent out feedback questionnaires to staff. The results of the most recent survey were positive in most areas. There was evidence the provider acted in response to feedback, such as making changes to training. Staff told us they were treated fairly at work and were happy with their working conditions. They said they were given regular working patterns, adequate travel time and senior staff were responsive to their requests.