Respectful 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 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. Staff demonstrated a commitment to supporting people with kindness and helping them to live the lives they wanted to. Several staff gave examples of people being supported to regain mobility following accidents or injury and took genuine pride in this work. A staff member told us, “Someone I support has come on leaps and bounds since leaving hospital, we have supported them to have a little walk around, so they don’t feel trapped, they are loving it and getting their independence back.” People told us they felt they were treated with dignity, a person told us, “It is always a pleasant experience when they [carers] are here.”

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 had the opportunity to contribute to their care plan and give their preferences for care and support. People and their relatives were complimentary about the support provided. A relative told us, “The carer we have now has a perfect personality, they know exactly what my relative needs and does it exceedingly well.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Records evidenced that people were given choice about the care they received. People were encouraged and supported to maintain their independence. Where required, the service supported people to stay mobile and complete prescribed exercises.

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. Records evidenced when people had a decline in their health needs, this was quickly reported to the relevant professionals. Where people were seriously unwell, carers stayed to ensure people’s safety until help arrived. A staff member told us, “In an emergency I have called for assistance and then called the persons family and the office, the office got the rest of my calls covered and I was able to stay with the person until family arrived.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff had access to support services such as vehicle maintenance discounts. Systems were in place to recognise staff performance and development opportunities were available should staff choose to access these. Staff had access to regular supervision, and the provider ensured staff practice was regularly observed. A staff member told us, “It’s the best company I have ever worked for.”