Craven Intermediate Care service

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 repeatedly told us staff were friendly, patient and genuinely interested in them, describing them as “kind, compassionate and treating them with dignity and respect” and saying they felt “well cared for, respected and supported”. People spoke positively about the caring approach of staff, with one person saying, “They [staff] were all very kind and definitely very friendly” and another describing staff as “kind and caring and extremely conscientious… very prepared and friendly.” Relatives also described the support as “superb, kind and patient.”

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 said staff took time to get to know them, listened carefully and adapted their support sensitively, including through emotionally difficult periods. One person said staff treated them with kindness “Especially as I went through moments of [illness]”, while others described staff as experienced and skilled in tailoring care. People valued how staff acknowledged their personal histories and life experience and described feeling respected and understood.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.People told us staff worked with them to overcome physical challenges and encouraged them to participate actively in their rehabilitation. One person explained how staff helped them develop practical solutions after an injury, saying staff demonstrated patience by staying the full duration of visits even when tasks took longer, stating “I have never seen them look at their watch… they just stand back and support me.” People described improvements in their abilities, increased independence, and feeling more confident at home because of the support provided.

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 described staff as supportive when they experienced low mood or anxiety, and said staff offered reassurance and meaningful conversation that made a difference to their day. Staff were described as reliable, with people explaining visits were punctual or they were informed when running slightly late.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.Staff demonstrated strong professional skills and emotional awareness, and people consistently spoke about their patience, reliability and positive attitudes. A relative said the staff were “Kind and patient, really good with [relative]”, while people valued the staff’s life experience, describing them as “extremely skilled” and knowledgeable. People also recognised the coordinated work between staff and leaders, describing the service as “well run.”