City Home Care 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 service involved people and treated them with compassion, kindness, dignity and respect.

The last rating for this key question was 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.

Staff treated people with kindness. People told us they had good relationships with staff who were kind. Their comments included, “Staff are very caring, kind and helpful”, “Staff are courteous and supportive” and “Care workers respect [person’s] privacy and dignity.”

Staff demonstrated empathy towards people. They spoke about people in a positive way and were able to give examples which showed they liked, respected and understood people.

Staff treated people as individuals. The provider created person-centred care plans which outlined people’s individual needs. Some people requested support from staff who shared the same language or culture. The registered manager told us they tried to ensure people had appropriate support from staff who understood their needs.

People told us staff provided personalised care. Their comments included, “Staff do not feel like strangers. They know [person] and provide care the way [person] wants”, “The carer speaks [my language] and this makes me feel comfortable” and “The agency are always willing to adjust the schedule to fit in with our needs.”

Staff enabled people to make choices. People told us staff offered choices and respected these. People told us they were supported to be independent when they wanted and were able. Care plans included information on people’s abilities and when they were able to be independent. Staff supported some people to access shops, community activities and places of worship. Care plans and risk assessments included information about this support.

Staff helped make sure people’s immediate needs were met. When people had become unwell or injured, staff had contacted external professionals when needed. They had shared information with medical teams, people’s relatives and managers.

The provider supported staff wellbeing. Staff told us they felt supported. They explained there was good teamwork, and managers were accessible and helpful. Staff told us they took part in regular group and individual meetings to discuss work. The provider also organised for staff social events and opportunities for informal support. The provider arranged for staff to have discounted access to external facilities, including local health centres.