Caring Care 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 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 told us staff were kind and caring and they felt well supported by staff. One person told us, “They treat me good.” Another person said, “They are kind and very respectful and they will do anything I want them to.”

Relatives were positive about how staff treated and interacted with their family members. A relative told us, “They are kind compassionate and decent.” Another relative told us “Yes, they are just very caring, and they talk to him a lot. You can see that he is comfortable with them.” One relative gave an example where their family member’s dignity was maintained and explained, “The front door was open, and someone knocked on the door. They came in and the carer made sure [person’s name] door was shut so they didn't see her.”

The registered manager told us people’s mood was logged on every call and consistency of staff meant staff were able to gauge people’s moods and initiate meaningful conversations.

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 and relatives told us staff worked with people to meet their individual needs and preferences. One person told us, “I have one main carer that I have had since the beginning, she knows me well.”

A relative told us their family member was religious and stated, “They (staff) understand the culture and treat his turban respectfully.” The registered manager told us they ensured staff who spoke the same language supported the person to ensure person centred care was delivered.

Staff were aware of people’s individual preferences on how they preferred their care to be delivered.A staff member told us a person they supported was afraid to stand and lacked confidence. Therefore, they used a standing aid to support the person, ensuring they felt safe and comfortable. Staff told us they always asked people their preferences before delivering any personal care.

Partners told us Caring Care had effective systems for capturing preferences and protected characteristics, which enabled them to provide personalised and inclusive care tailored to each person’s individual needs.

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 consistently supported to maintain their independence and were given meaningful choice and control over their care. One relative told us, “My [person’s name] is blind, so the carers talk to her all the time while doing things for her. They also encourage her to do what she can, [person’s name] is very independent.”

Staff demonstrated a clear understanding of each person’s needs and described how they promoted independence as part of daily care. The registered manager explained people’s preferences, views and goals were routinely updated within care plans, ensuring staff had the most current information on how best to support people to remain independent.

Care plans clearly identified those receiving reablement support and included detailed guidance for staff on how to help people work towards their agreed outcomes. Feedback from satisfaction surveys and partner organisations indicated people were generally happy with the care they received. The low number of concerns and complaints further supported people felt well‑supported and in control of their care.

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 the service responded quickly and appropriately to their immediate needs. People and their relatives told us staff delivered care promptly and efficiently, which helped them feel safe and well supported. They reported the provider was flexible and able to adjust visit times when required, ensuring support was delivered when people needed it most. One relative said, “I have requested the same 4 carers, and they have been solid with my mother. She has continuity of care and they have honoured that. They address any issues quickly. I think it’s well led.”

Staff demonstrated a clear understanding of how to recognise when someone’s immediate needs changed. They told us they monitored communication, facial expressions, body language and signs of pain or discomfort, and would speak with people to understand how they were feeling. Where concerns were identified, staff contacted relevant healthcare professionals without delay to ensure people received timely support.

The registered manager explained systems were in place to enable a rapid response in urgent situations, including the ability to allocate another staff member promptly if required. Although this contingency plan had not been needed, it demonstrated effective planning to ensure people’s immediate needs could be met quickly.

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

There were policies and procedures in place to support staff, such as ongoing training, supervisions and appraisals. Staff told us they felt supported by the management team, recognised and appreciated. Staff felt the management team were approachable and were supportive in any situation. One staff member told us, “They are brilliant. Whenever we need help, they always stand with us. Caring Care are brilliant. They give us everything. Whenever we need help, they send it and we are appreciative.” The registered manager told us they held celebration events to recognise staff commitment, hard work and compassion.