Constable 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 85 (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.

The registered manager carried out feedback forms with people and responses were all positive. One person had said, “You make us feel very special and the care you give us is perfect; your staff are brilliant, friendly and caring.”

People’s care plans included kind wording, for example if someone could become distressed, care plans identified how staff should support them safety and with dignity.

One relative told us, “All the staff are so kind. Since they have been coming in, we have been able to laugh again, after such a long time. They are friendly and make [relative laugh]. Another comment included, “The registered manager told me they were there for me as well as my [relative] and I am so grateful. It’s been really hard, but the care staff and manager are always there if I need to talk to 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.

People were supported by the gender of staff they felt comfortable with. The provider told us, “Due to the small community size of our business and local employment, we are short of male care staff, so I provide care myself to support those male clients who want a male carer.”

The registered manager had good community links and supported people to access local community support to prevent isolation and loneliness. This had included access church and social community groups.

One relative told us, “Staff always come in the time frame I think they will be here. They are sometimes a little late but that’s because they don’t hurry people. Sometimes they have spent longer with my [relative] than their time allows when [relative] is less responsive, but that’s because they don’t hurry them.”

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

One person had a season ticket to a football club and although they had some memory difficulties, the provider worked with family members to adjust care times to support the person to attend as many matches as possible.

People’s care plans gave staff clear instructions about people’s choices. Including ensuring that one’s persons bedroom door remained opened and curtains closed due to their dislike of closed doors.

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.

The registered manager often made themselves available outside of commissioned care to respond to people’s immediate needs. This included being notified of medications ready at the pharmacy if a person was unwell, collecting and delivering this themselves if a person was unable too, or had no immediate family to support.

The registered manager had identified that one person needs had changed, and they required pressure relieving equipment to support skin integrity. Equipment was assessed and arranged, but there was a delay in when it could be installed. The registered manager and provider ensured that they were able to attend the persons home and fit the equipment to prevent delay’s it used.

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

One member of staff told us, “They are a lovely couple and really look after all. If I need time to attend to a family emergency they are quick to cover, either with part time staff or themselves.” And “They really care about people. I have worked in care for many years, and this is the nicest job I have ever had.”

Another member of staff told us, “They are always open to talking about problems. I don’t have to wait as I can just show up in the office. They always get me a hot drink when I pop in and check how we are.”

Staff told us that they felt cared for, appreciated and supported. Several members of staff told us it was the best care company they had ever worked for, that they received thank you for work done, positive feedback and on Birthdays and at Christmas a card and present.