Raynsford Domiciliary Care

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.

People praised staff and looked comfortable around and engaging with staff. We received comments such as, “Staff are nice. [staff member name] is funny and makes me laugh. I like the staff here” and “I like it here, everyone is friendly.”

Relatives felt staff were kind and attentive to people’s needs. We received comments such as, “I’ve not got any great concerns as she seems to be happy where she is”; “Every time we see her, she’s clean and tidy and she’s happy” and “The ‘family’ she lives with, she’s very happy with there…..she says ‘Good time’….. so they’re doing something right. She adores [staff member]….. I can rely on [staff member] to make a fuss of her.”
 

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Staff took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People received care and support from staff according to their individually assessed needs and wishes. We observed staff speaking with people politely. Staff respected people’s decisions but also helped people to understand the impact of their decision, such as, not wearing a coat on a cooler day.

Care plans were personalised and provided staff with details about people’s backgrounds, strengths, likes and dislikes, and how they preferred staff to meet their personal care and support needs and wishes.
 

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

Staff spoke genuinely about people with care and compassion. They described people’s support preferences and were passionate about supporting people to live a life of their choosing. Some staff spoke of the benefits of supporting people in a supported living framework and least restrictive approach.

People had been supported to understand their rights and to live in a less restrictive environment. People were actively supported to make decisions about when to eat their meals and go to bed.

People’s care records detailed how people wished to be supported and their aspirations and goals.

People were able to spend time with people who were important to them and staff supported people to facilitate and maintain relationships, such as, meeting their relatives in the community or visiting their family home. There were no restrictions on visitors to people’s supported living houses.
 

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. We observed staff taking time to greet and engage with people and check if they were doing ok.

Staff were alert to people’s needs and took time to observe, communicate and engage people in discussions about their immediate needs. One person said, “The staff help me, they help me with my cooking. I don't have to wait, they are quick. They talk to me.”

People reported staff were responsive to their needs and questions. We saw staff providing people with assurances or anticipating their needs to help reduce people’s anxiety. For example, one person approached a service manager and told them they wanted to make a complaint about the approach of a staff member. The service manager listened to the person and assured them they would speak to the staff member.
 

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

Staf spoke positively about the provider and their line managers. They said they felt their feedback was valued and it had helped to improve people’s lives and the running of the service.

Staff felt supported and reasonable adjustments were made to their working schedules which had a positive impact on staff well-being and the care they delivered to people.