Professional Care Support Services Ltd

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 treated people with kindness, empathy and compassion and respected their privacy and dignity.

Staff delivered care in a warm, compassionate and considerate manner. Staff understood what was important to people, they supported and respected this. They developed trusting relationships with people they regularly supported and demonstrated sensitivity to their needs and wishes. This ensured the care and support they provided respected people’s privacy and dignity. We received only positive feedback from people about this provider. Comments included, “I feel comfortable with all my carers. They are so kind and caring”, “I am happy with my regular carers. They are all brilliant and very kind to me” and “The carers who visit us treat my [family member] with so much respect and dignity. I cannot fault any of them”.

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 treated people as individuals, respected their preferences and routines, and tailored care to their personal circumstances. Staff understood what mattered to people and ensured care was delivered in accordance with their expressed wishes as set out in people personalised care plan. These plans contained detailed information about people’s strengths, likes and dislikes, spiritual and cultural needs, and how they preferred staff to meet their personal care and support needs and wishes. This included receiving personal care from staff with their preferred gender. People told us staff knew what their needs, presences and daily routines were and always treated them as individuals. The registered manager told us they had specifically matched staff with people who spoke the same language and had a shared cultural heritage based on these individuals expressed preferences and needs, ensuring compatibility.

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

Staff supported people to be as independent as possible with the tasks of daily living. Care plans gave staff a good overview of people’s differing dependency levels, so they knew exactly what people were willing and capable of doing safely for themselves, and what tasks they would need additional support with. These care plans set clear expectations that staff should encourage people to do as much for themself as possible. People confirmed they had full choice and control of the care they received. Staff sought consent and involved people in decisions. People’s choices and decisions were reflected in their care plan. Staff understood the preferred ways people communicated and expressed their choices. Relatives told us staff took time to allow people to understand information and communicate their decisions.

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.

Staff responded promptly and appropriately to people’s immediate and changing needs. They recognised signs of deterioration, acted swiftly, and ensured people always felt safe and supported. Staff supported people to access external health and medical care services as and when required. People told us they felt safe and well supported. Relatives described the service as flexible and confirmed staff were quick to respond when people became unwell or following an accident.

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

Staff felt well supported, valued and able to conduct their roles effectively. Staff reported high levels of satisfaction with the support provided by the office based managers and supervisors. One member of staff said, “I feel happy and safe working for this home care agency.” Staff had regular opportunities to meet with their line managers to discuss their individual needs and work. Staff told us they could request additional support or training if needed. The registered manager described their staff team as being, “Open and friendly with an excellent team spirit.”