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.

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

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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s care plans contained 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 documented how each person liked their support to be given and what they could do for themselves to maintain their independence.

People told us the service was not always responsive to people’s preferences, including requests for female care staff. One person told us they had raised this with the provider who took action; however, the remedy was short lived and soon male staff returned against their wishes. A relative told us, “My concern is we get male staff and we want female staff. [The provider] said they would try. [Person] has Alzheimer's and new people set [them] back. They sent female staff but after a couple of weeks went back to male staff.”

Another person told us, “I’ve not approached the managers directly and contact the office mainly by e-mail. The office [staff] are very nice. I wanted more female carers. I haven't seen one this week.”

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.