Carers Direct Homecare 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 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 told us staff were kind and treated them with dignity and respect. “The carers are excellent. They care for [relative] like it was their relative. It’s the same group of carers and they are never rushed. In fact, they will stay longer if needed.”

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 knew people well, their preferences and likes and dislikes. People’s preferences around the gender of staff who cared for them was respected. Staff understood people’s specific communication needs. One person told us, “I have a great relationship with my carer, they treat me with respect and kindness, and it is comforting that I feel such a bond with them.” A relative said, “My relative usually has the same carers which is good as my relative now knows them and has a relaxed and good relationship with them.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People received care and support from staff according to their individually assessed needs and wishes. People and relatives we spoke with told us they were supported to have choice and control over their own care and were encouraged to make decisions about their care, treatment and wellbeing as much as possible. One person told us, “The carers are happy to stay longer if I need them, I do not feel rushed.” Care plans contained information about how people would like to be independent and what they could do themselves.

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. There were systems in place, to ensure staff had attended care calls. Regular reviews were carried out on people’s daily care records to ensure people had their day-to-day needs met. People told us staff met their needs. One relative said, “This company is quite receptive to our needs which is appreciated as there are more GP visits and assistance is needed for my relative to attend clinics etc.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The registered manager told us, “We provide regular supervisions, open-door management access, and confidential support when needed. Mental health awareness and stress management are part of induction and ongoing training.” Staff told us they felt well supported by management at the service. One staff member said, “It’s a very nice company to work for, they treat me like family. I feel valued. I am proud to work for them.”