Your Quality Care Services 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 80 (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. Staff treated colleagues from other organisations with kindness and respect.

People spoke positively about the staff supporting them. Comments included, “They are very good, all very professional” and “They’re very nice, I have no problems whatsoever.”

Staff spoke kindly about the people they supported and appeared kind and compassionate. The manager told us, “Carers go the extra mile, like getting a paper or pint of milk for someone.”

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 had information in their care plans about their backgrounds, family, religion and current interests. People told us staff supported them in line with their preferences and in an individualised way.

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

People had information in their care plans about offering choices and encouraging independence. People told us they were offered choices. Staff said they encouraged people to do things for themselves where possible, such as encouraging people to wash their face.

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 said they found it easy to contact the office if needed and told us staff were responsive to their needs. The management team had systems in place to monitor when staff started and finished a care visit with a person. This meant they were able to ensure staff were meeting people’s needs effectively.

The provider always cared about and promoted the wellbeing of their staff, and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff provided us with examples of where leaders had gone above and beyond to provide support. For example, leaders had bought a staff a car after their car broke down. Leaders had also bought staff gifts during the Covid pandemic and provided gifts during seasonal celebrations. The nominated individual said, “It’s about making their lives easier.” Staff spoke positively about working for the service. Comments included, “I feel very well supported, [leaders] really accommodate to what you need, any problem they will deal with it” and “[Working here] is the best thing I’ve done.” This enabled staff to deliver high quality, person centred care.