Better Care & Support 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.

This is the first assessment for this service under this registration. This key question has been rated good.

This meant people were supported and treated with dignity and respect.

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 treated people with kindness, empathy and compassion and respected their privacy and dignity.

People told us staff took time to chat with them and were kind. One relative told us, “[Care staff] are all wonderful, they are so calm and caring with [family member]. Especially when they are agitated. They will sit and talk to [family member] and wait for them to be OK. [Family member] was very resistant when they first came but they are so much happier with the staff now.” Another relative told us, “[Staff] are all very nice and polite, some can sit and have a chat with [family member]; which is nice.”

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

People’s care plans did not contain information about the person and their likes and dislikes for staff to be able to tailor people’s support to their needs, wishes and preferences. Care plans did not document how each person would like their support to be given and what they could do for themselves to maintain their independence. The group messaging service showed that people's needs, preferences and changes were honoured where possible, and adjustments in their care was made, however there was a risk this information may have been missed.

A relative said, “[Carers] all know [family member] really well, and they are all really nice and kind.”

Peoples visit times were consistent. One person told us, “[Carers] do turn up on time but if there is ever a problem, they do ring me to say.” Another person told us, “[Carers] are on time, to within 10 minutes really, they let me know if they are held up though.”

We reviewed visit times, and the length of time care staff stayed at each call. This showed care staff overall, were attending planned care calls on time and staying the allocated time.

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

People told us that they had choice over their own care. A relative told us, “I speak to the office quite often, they are easy to get hold of. ring up to make alterations to visits, if needed, my [relative] goes into respite from time to time and I let them know, it’s never any problem.” Another person told us, “We can see what's going on, on the [app]. We’ve had no problems, but I would just ring them [the office staff].”

People told us their care routines were directed by them. They had got to know the staff and directed them about what they wanted them to do. Care staff had established positive relationships with people they supported.

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 and their relatives told us that overall, staff were regular, familiar and consistent. They felt the provider understood their or their loved one’s needs and how they would like their care to be delivered.

Oner person told us, “I can speak to the office easily and the manager rings me regularly to see how things are.” Another person, when telling us how helpful the care staff had been to them told us, “They even went and got me milk the other day because I couldn’t leave the house. They are so kind and go above and beyond really.”

Any requests made by people or their loved ones was shared with staff via group staff message to ensure that this was conveyed in a timely manner. This included changes to the times of calls or cancelled care calls.

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

There were policies and procedures in place to support staff.

Staff told us they felt supported and valued by the manager. One person told us, “I feel supported by the management team as they are approachable and provide guidance when needed.”