Klass Care Ltd Also known as Klass Care

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.At our last assessment we rated this key question good. At this assessment the rating has remained good.

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 service 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 their relatives spoke positively about staff and said they were treated with dignity, and their individuality had always been respected. People described staff as compassionate and supportive, with comments such as, “Staff are kind,” and “I feel comfortable with them [staff].” They felt confident personal information and details about their care were kept confidential. Staff told us they had received training that focused on treating people and each another with dignity and respect. This was reflected in the way care was delivered and in the feedback we received. A health professional told us, “Staff are skilled, caring, and knowledgeable.”

The service 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 told us they were treated as individuals and that staff knew them well. Care records contained detailed and personalised information about each person’s life history, preferences, and routines. Feedback from staff and partner organisations confirmed an individualised approach was fully embedded in the service’s culture and everyday practice. The provider demonstrated this commitment in several meaningful ways. For example, they had signposted a family member to counselling services to help them cope with and better understand their loved one’s changing needs. In another case, staff continued to visit people who had moved into residential care, helping to reduce feelings of isolation and maintain emotional connections. The provider also celebrated people’s birthdays with cakes, cards, and flowers, simple gestures that reflected how people were valued as individuals.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.People told us they had been supported to make their own choices and maintain as much independence as possible. One person said, “Staff are very understanding, and they do everything at my own pace.” Care plans clearly outlined what each person could do independently and provided guidance for staff on how to support and promote those abilities. Staff expressed a strong commitment to encouraging independence in day-to-day life. The provider demonstrated their commitment to promoting independence through practical action. For example, they worked in partnership with a local charity to renovate a person’s garden and install a ramp, significantly improving accessibility and enabling the person to use and enjoy their outdoor space more independently.

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff had been attentive and responsive to people’s immediate needs, acting promptly to alleviate any distress or discomfort as it arose. People and their relatives told us communication with the service was effective, and they felt informed and actively involved in decisions about care. Records showed that staff supported people’s needs and responded appropriately. They liaised with external professionals when necessary, ensuring timely interventions and person-centred responses.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.The provider had actively promoted staff wellbeing and supported them to deliver person-centred care. Clear processes were in place to support staff with their mental and emotional health, and staff told us they had felt valued and listened to. Regular staff meetings and opportunities for team working had helped to foster a positive and inclusive working culture. The registered manager maintained an open-door policy, which staff said made it easy to access advice, reassurance, and practical support when needed. One staff member told us, “The registered manager is supportive, and whenever I have needed support or assistance, she has always been there for me.”