Caroline Cares for You Ltd

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

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 outstanding. At this assessment the rating has changed to good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

We found that kindness, compassion and dignity were values always held in high regard. We received positive feedback in relation to this, from people, relatives and external professionals.

One relative told us, “I feel the carers are there for us as much as they are for [person] when I need them,” and another told us “There’s a good rapport between them. They’re all great.”

One external professional told us, “I find all of the care staff to be caring,” and “I feel that as an agency the carers go above and beyond to ensure clients are well cared for.”

We were able to observe interactions between staff and people, we found that carers were kind, attentive and really listened to people. We asked people about this, and one person told us “If I could take them all out for a meal, I would. They do amazing work.”

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.

In practice, care was tailored to meet people’s individual needs, however, there was room for improvement to ensure this was reflected in care plans and other documentation to ensure that new or unfamiliar staff were able to provide the same level of care from the first interaction.

People were supported with their cultural and religious needs, and these were highly respected. One person was part of a branch of Christianity that meant the carers had to adapt how they did things to ensure it was in line with this person’s beliefs. The provider ensured they had researched this religion and provided a ‘summary sheet’ to all staff who care for this person with key points and instructions on how to care for them ensuring their religious beliefs were respected.

The provider promoted people’s independence, but there was room for improvement to ensure people knew their rights and had choice and control over their own care and treatment.

We found that staff promoted and encouraged people to be independent, however there was room for improvement to ensure care plans and assessments clearly reflected where people could be independent, where they needed encouragement and guidance, and where they needed more support.

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 and relatives told us they felt listened to, and we found evidence that the provider had gone above and beyond to understand some people’s needs.

There were occasions that staff were late to people’s scheduled visits, however, we did not find that this had impacted people and one person told us, “They still do whatever I need”. We found that visits were not cut short as a response to this and staff would still stay for their allotted time, sometimes staff would stay longer than scheduled to ensure people’s needs were met.

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

Staff told us, and we found, that staff had regular supervisions. Staff felt supported in their roles and that their wellbeing was important to the provider.

The provider had rewards schemes in place which included staff receiving awards and vouchers for achievements, or care that went the extra mile.

Some staff have been supported through their National Vocational Qualifications and been able to progress within the organisation, where they have wanted to.

One staff member told us, “We are like [Registered Managers] extended family, and all staff are cared for well,” and “I hope to work here until I retire.”