Call4Care Services Limited

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 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were treated with kindness, empathy and compassion. Staff respected their privacy and dignity. Relatives told us that for a while there had been multiple changes of staff which had been unsettling for a person receiving care as they did not know the person well and vice versa. However, improvements had been made and a consistent staff team was in place who knew the person and their needs well. Relatives told us, “Yes, staff are very good with [family member’s] privacy. The bedroom door is always closed for personal care, otherwise the door stays open.”

The provider treated people as individuals and made sure their care, support and treatment met their needs and preferences. Care provision took account of people’s strengths and abilities as well as areas they needed more support with.

People were supported to maintain their independence and have as much control as they could over their own care, treatment and well-being. Staff told us how they did this with a person whose capacity fluctuated but was able to make day to day choices. One staff member said, “We usually offer a choice of 2 things and encourage [Person’s name] to choose. For example, I will show 2 sets of clothes and ask which one they would like to wear, I ask how they would like their hair today, up in a bun or down?”

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.

Processes to ensure staff who provided live-in support received the same opportunities as all other staff were not yet fully embedded. For example, they were not always able to attend team meetings, events or training. The provider was keen to support staff well and enable them to deliver person-centred care. Staff told us they were able to share their views and opinions and felt they were listened to.