Desire Care - Burton

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. Staff treated colleagues from other organisations with kindness and respect.

The provider promoted a culture that was kind, caring and respectful. This was demonstrated from the conversations with people and their relatives as well as from staff feedback.

People and relatives spoke highly of staff and how staff treated them with kindness and compassion. One person told us, “The staff are kind, respectful, and responsive.” While a relative commented, “They're very empathetic, very kind and most caring.” A staff member told us, “I make people feel respected, valued and treated with dignity by showing empathy.”

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.

Staff told us how they respected people as individuals, “I respect each person’s background and adapt my approach to meet their cultural, social or religious preferences.”

People’s care plans and risk assessments were individualised and included their specific needs and preferences, which included their cultural beliefs.

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

One person told us, “Carers make sure that my food is within reach so I can feed myself. They encourage me to brush my teeth and help when getting dressed.”

Staff told us how they promoted people’s independence through encouragement. One staff member said, “I always give people the opportunity to do what they are able to do for themselves and make sure I do not take their independence from them.”

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 they felt listened to and when they raised concerns with the provider, these were acted on swiftly. One person told us, “They [the provider] listen to me and respond to concerns.”

Staff were responsive to changes in needs and raised these with the office if action was needed. Staff told us how they would raise their concerns appropriately, including to relevant healthcare professionals for immediate assistance. One person told us their family member had fallen, “Staff reacted quickly when [person] fell and organised an ambulance.”

The provider demonstrated their responsiveness throughout the inspection process, when issues were identified in people’s care records, these were rectified quickly.

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

Staff morale was generally positive about the supportive nature of the management which enabled staff to deliver person-centred care to people.

Staff reported feeling valued and listened to. One staff member commented, “Management has always supported me with my personal growth and development.” While another staff member told us, “Seeing myself supporting people and helping people with their daily activities gives me joy every day. This was made possible from the support of management.”