Carestaff Solutions

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.

Relatives told us the care package was working well, and staff were kind and caring. Staff gave examples of how they respected privacy and dignity such as, knocking before entering a personal space and making sure curtains and doors were closed before supporting with personal care tasks. Staff spoke of respecting privacy during family events and supporting people in a calm and professional manner.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

Relatives told us staff knew people well which meant they could provide care and support that was in line with people’s established routines which was very important. For example, what food people ate and how they spent their time. A relative told us, “My [relative] has an extremely good life, and she is supported to do the things she likes.”

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 encouraged people to be independent with tasks where this was appropriate. They made sure people were supported to engage in activities that promoted choice and supported their wellbeing such as walking, shopping and swimming. Staff respected people’s choice for example if they refused care and recognised when people that did not communicate verbally did not like a specific activity through their nonverbal behaviour such as facial expression.

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 had worked with people for some time allowing them to build up a good rapport and knew people's needs very well. This meant they could identify when something changed and could take action to respond in a timely manner.

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

The provider supported staff wellbeing and showed their appreciation of hard work through the provision of small gifts at important times such as Easter and Christmas. The registered manager advised us they were planning a staff day out in the near future. The provider had become accredited as a ‘mindful’ employer meaning staff could be signposted to wider initiatives to support their mental health. The provider completed lone worker risk assessments, and the new electronic care planning system would be able to reflect whether staff had arrived safely to their place of work. Staff completed a lone worker visit log and check in form during every shift which considered issues such as safety of the environment.