Crystal Caring

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. People’s care and support plans were written in a way which promoted dignity and respect. The manager spoke kindly and compassionately about the service and the people receiving support. We received positive feedback from healthcare partners. One partner told us, “They are a reliable, good, professional care agency who care about the [people they support].” Another partner told us, “Positive feedback we have about carers is that they are happy to help and interact with individuals”. Staff provided examples of how they promoted people’s dignity and respect.

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’s care and support plans contained information about their life histories and personal preferences, including finer details. People told us staff provided care and support in line with their individual needs and preferences. One relative told us, “[Staff] are really patient, she can be temperamental in the morning and do the best they can, you know."

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People’s care plans contained information for staff to support people to make their own choices and promote independence, and this was written in a respectful way. People told us staff encouraged them to make their own choices and promoted independence. One person told us, “They help me as much to be independent with my care but I will ask if I need a hand if I am tired. This is why you want the same carers, they know you and you get a friendship”. Staff provided examples of how they promoted independence, choice and control. A staff member told us, “We believe in promoting independence, and encourage a client to support their personal needs where possible, example washing of face, brushing hair, or cutting food."

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 responded to their needs appropriately. Partners provided positive feedback about how the provider responded to people’s needs. One partner told us, “They were very responsive and good at raising concerns and dealing with a range of issues with medications and skin integrity [and] family dynamics. They were reliable in comparison to some of the other agencieswework with and also honest in terms of reporting when a patient had improvedand felt their support visits could be reduced."

The provider promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. Staff told us they felt supported by leaders. One staff told us, “Crystal Caring is well led, responsive to staff and client needs. The management is compassionate about her staff, clients. The manager is so committed, and understanding, that she really goes above and beyond for her team and is often out working the calls, which show me she leads by example, but also cares.” Another staff member told us, “I very much feel supported in my role, mangers are always there to talk to or at the end of the phone if I have any concerns worries or questions. I usually get immediate responses and am supported in any way I need.” Staff received regular supervision and support from leaders,