Bradford Regional Office

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 and relatives told us staff treated them with kindness and respect. A relative said, “The staff are kind, caring and knowledgeable.” Partners told us staff interactions with people were kind and caring. The service had received compliments from relatives and partners who worked with the service, about the kind and caring support provided to people. Compliments included ‘My relative is doing extremely well, has lost weight and has a healthy balanced diet, due to the fantastic work of the staff’ and ‘Staff showed exceptional communication skills during [name’s] dental appointment. They were person centred and their understanding of [name] was excellent.’

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 were dedicated to providing person centred support to people and care plans reflected peoples wishes, likes and dislikes. This included, what was important to them and what they liked to do each day. People were supported to celebrate cultural and religious events, such as Christmas and Eid, and people were supported to attend their chosen place of worship. A relative said, “[Name] likes African food, I will cook things and take it in. The staff have followed some of my recipes and cooked this for [name].”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff told us they placed people at the centre of their care and support. A staff member said, “We put the individual person at the centre of all care and support decisions. It is about understanding their unique preferences, history, beliefs, goals, and values, and tailoring the care to meet those needs, rather than fitting the person into a service routine.” Some people had pictorial daily routines in place, to promote their independence and understand each step of their routine. People were supported with specialised diets, such as Halal, gluten free and low fat diets dependent on their needs and wishes. Monitoring was in place, to ensure staff were allocated to people they had a good rapport with, and some people had chosen their own core team of staff.

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. Most people and relatives told us staff met their needs in a timely way. A relative said, “I feel that the carers are respectful of [name] and are considerate of their needs. When I am there, they are always saying, ‘Is this okay?’ or ‘Shall we do this?’.” Partners told us people appeared well cared for. Daily records evidenced staff provided support to people, including support to clean their homes, personal care, cook, attend the community and attend activities and health appointments.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff initiatives were in place, which included recognition awards, shopping discounts, monthly shining stars awards, and recognition of long service. Staff told us they enjoyed their roles, and they felt valued. A staff member said, “I feel completely able to raise any concerns with the manager. The manager is approachable, fair to all staff, and takes all feedback seriously.” Staff had access to a range of information and helplines to support them with their mental health, action plans were put in place for staff who required it, to enable them to maintain good mental health and be happy at work.