Careline Homecare (Rotherham)

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 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. Staff were kind and caring. They delivered care with compassion and maintained people’s dignity. The management team carried out regular spot checks to provide assurances people were treated with kindness and compassion by members of staff. A family member told us the staff team had supported their relative to recover abilities they had lost following previous seizures, “Since then, [relative] has been asking for everything. [The members of staff] just help [relative] all the time. Anything we want, they do.” A social care professional told us, “One member of staff that has stood out is [staff name]. [Person] stated they are very caring person and always very pleasant. They go over and above to offer support. Well done, [staff name], keep up the good 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. People's care plans were personalised and specific to them. Members of staff understood how to treat people as individuals and provided care and support in line with their needs and preferences. The management team carried out regular monitoring and reviews of people’s care and support needs and made sure care plans reflected people’s individual needs and preferences.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to manage their medications independently following a risk assessment. People were encouraged to maintain their independence. A member of staff told us, "[People’s] choices are always put first and listened to. We do our upmost to ensure [people] are comfortable with their care and they feel in control."

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. Family members described how the provider had responded proactively when their relative’s needs changed. We saw examples where calls had been flexible to accommodate a change of need. A family member said, “Initially, [the care staff] were coming too early. I just said to them ‘Would you mind coming at 8am or a little bit later?’. Now, it’s 8am onwards. Sometimes it is 8am, sometimes it’s a little bit later. It’s no problem if they’re later.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider had an employee assistance programme in place to support members of staff. It provided information about the support in place for members of staff experiencing work or personal issues which had the potential to affect work performance or jeopardise the safety of the individual, fellow workers, people or members of the public. A member of staff told us, “The company as a whole is very supportive due to [the management team] who ensure my rota is smooth and I have all information that I need to hand and readily available.”