Regional Care Peterborough

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 requires improvement. At this assessment the rating has changed to 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 mainly treated colleagues from other organisations with kindness and respect.

People spoke positively about the way they were treated by the staff. One person told us, “They are very kind and treat me well especially as I`m confined to bed.” A relative told us, “They are very kind and she is very safe-they even know the dog’s name. They wear gloves and she takes no meds, but they did point out that her lips were dry, so we got some lip balm which sorted them before they became a problem.” Another person told us, “They are kind and caring, I`m quite deaf and I can’t see very well so they are constantly watching so that I don’t hurt myself.”

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.

Care plans included information about people’s personal, cultural, social and religious needs. People and relatives told us they had regular staff who knew people well. One relative told us, “Communication is brilliant. They [person] only has one speed and they are very patient with them. They wash, dress and brush their hair. They come on time and stay for as long as needed. After they have finished my [family member] reads or sings to them.”

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

People were supported to make choices about their care and daily routines. Care plans varied in the level of detail provided regarding support with personal care. Some plans would benefit from additional information outlining what individuals are able to do independently and where they require assistance. One relative told us, “They have worked to get to know me and my partner, they even help them with their computer, I know that isn’t one of their jobs but it`s really helpful and important to us. No concerns and it’s been nearly 4 years."

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 and relatives told us they felt confident staff would seek further medical assistance when required. One relative told us about an accident their family member had and said, “The carer was there at the time, thank goodness and called the ambulance.”

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

Staff spoke positively about the support they received and told us they felt valued in their roles. They said there was an open culture where they could raise concerns and access support when needed. One staff member said, “Regional Care Service’s management is supportive and approachable. I feel confident that I can raise concerns or question practice openly when needed.”

Staff turnover was low, which promoted consistency and stability within the workforce. This enabled people to receive care from a regular team of staff who knew them well and understood their individual needs and preferences.