Archived: Classique 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 service involved people and treated them with compassion, kindness, dignity, and respect.

At our last inspection we rated this key question good. At this inspection, the rating has changed to requires improvement. This meant people were not always treated with compassion and caring attitudes had significant shortfalls.The service was in breach of legal regulation in relation to person-centred care.

This service scored 60 (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 did not always treat people with kindness, empathy and compassion, or respect their privacy and dignity. Staff did not always treat colleagues from other organisations with kindness and respect.

People and their relatives told us that where they received care and support from a regular set of care staff they were treated with kindness, empathy and compassion and their privacy and dignity was respected. However, often this was not the case where different care staff supported them. People said this was because staff who did not provide their care on a regular basis did not know them well enough and the basis of trust had not been established.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.

The provider did not always listen to and understand people’s needs, views and wishes. Staff were not always able to act to minimise any discomfort, concern, or distress.

People’s needs and wishes were not consistently met, particularly regarding the timing of their care calls and also not receiving a rota for their care calls. Where people had raised concerns about this, they told us the service had failed to listen to these requests and understand the negative impact for them. Areas of concern highlighted by people’s comments were about poor timekeeping including late arrivals, reduced time spent on visits and poor communication from the office, which resulted in frustration for people.

The care plans we reviewed did not always contain enough information to help staff support people at times of distress. For example, where people administered their own medicines, there were no risk assessments in place or strategies to manage and mitigate any identified risks. For people identified as being at risk of falling the care plan did not provide staff with enough information on how to support the person should they need it.

However, people did not raise any concerns in relation to their regular staff who supported them.

The provider was in breach of Regulation 9: Person-centred care of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.

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.