Careuk247 Home Care Cambridgeshire

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.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People's feedback about the service was mostly positive. Although some people described occasions when regular carers were unavailable and different staff attended visits, their experiences were varied. People told us staff were kind, caring and treated them with dignity and respect.

Regular staff took time to get to know people and understood how they preferred their care and support to be delivered. Consistency of care staff was important to people and, where this was achieved, it contributed to positive experiences and helped people feel comfortable and well supported. One person told us, “The staff are so nice, and [the visit] makes your day special. We have a laugh.” Another person said, “The carers are really nice people. Clean, polite and very helpful. I am very pleased with them.”

The staff 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.

Staff demonstrated an understanding of the importance of providing person-centred care. They told us how they got to know people as individuals by spending time with them, listening to their views, and understanding their personal preferences, routines and what was important to them. One person told us, “I couldn’t manage without [staff].”

Staff spoke about learning people's likes and dislikes, interests and life histories, as well as the relationships that mattered most to them. This helped staff tailor care and support to people's individual needs and preferences, promoting a more personalised approach to care.One person’s relative told us, “[Person] absolutely loves [regular carer]. [Carer] knows all of [person’s] little quirks now, and they get on really well.”

The staff 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 offered them choices and involved them in decisions about their care and support, helping them maintain as much independence and control as possible over their daily lives. People described being able to express their daily preferences and felt staff listened to and respected their wishes.

Some people told us variability in call times could occasionally impact their personal routines and plans. However, there were also positive examples of the service responding flexibly to people's individual needs, including accommodating requests to alter call times to enable people to attend appointments or participate in activities that were important to them. For example, 1 person told us, “I have had to change the time occasionally when I have a hospital appointment. The agency do accommodate me on that. No issues.”

The staff 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 told us they received appropriate care and support from staff when their needs changed. For example, 1 person told us staff called for an ambulance when they were unwell.One person’s relative told us, “I was pleased when [person] had a fall, the carer stayed with [person] to make sure [person] was OK.” And another said, “One carer spotted something on [person] and called me. It turned out to be an infection, so I was pleased to be told.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff spoke positively about working for the provider and described feeling supported, valued and appreciated by their managers. They told us they were able to seek advice, discuss concerns and access support when needed. Staff said managers were approachable and responsive, which helped create a positive and supportive working culture.