Royle 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 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 and relatives were positive about the caring nature of the organisation and staff. Their comments included “Staff have been warm and friendly and are helpful when speaking to them, [person] really enjoys the carers that come and has a male carer who is really good with [person]" another person told us “Staff are kind and respectful.” Staff spoke about people who used the service in a positive and respectful way and emphasised the importance of building relationships with them.

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, culture and unique backgrounds and protected characteristics. Staff had received training in equality, diversity and inclusion to emphasise the importance of treating people as unique individuals with different and diverse needs. The provider tried to meet people’s individual needs a relative told us “If [person] has appointments, I’ll send an email to [registered manager] and he will tailor support to get [person] ready in time and make sure carers get there to get [person] ready” then went on to say “[person] likes fish and chips and the carers get [person] fish and chips every Friday. One staff member told us care plan records are person centred, the staff member told us, “If I know someone is hard of hearing I wouldn't wear my mask.”

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Most people said they were involved in their care planning, some people could not remember, and others thought it was set up during a hospital stay. People’s care plans detailed what people could do for themselves and where people required support with tasks, staff were encouraged to involve them as much as possible. This approach promoted independence and dignity, with staff supporting individuals to participate actively in their own care. One person told us “Carers encouraged [family member] to be independent and said her [family member] will try and do things for themselves with help from the carers.”

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.Most people were supported by staff who were familiar to them which enabled staff to anticipate and meet people’s needs quickly and in ways that reduced and mitigated people’s discomfort and distress. One relative said they felt reassured staff kept an eye on her [family member] and noted any changes in health.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff felt supported, valued and listened to by management and said they were approachable and responsive. They stated if they had called the office for support, they had been quick to respond. Staff stated they had regular supervision meetings and team meetings were held at the office. Staff stated they were treated fairly. They said their personal circumstances were taken into account and gave examples of having their preferred working patterns accommodated where possible. One member of staff told us “I feel supported by managers here” another member of staff said, “I am happy here everyone helps each other.”