Best Care 4 U Stanmore

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.

Overall, feedback from people and their relatives was positive and indicated that staff were kind, respectful and caring, with relationships developed over time. People felt they were treated with dignity and respect, that staff knew them well, and that care was delivered in a way that reflected individual needs and preferences.

One relative told us, “They [staff] are very gentle and they have jokes, they are warm and caring. Genuinely interested in [relative],” another said, “They treat [relative] brilliantly, with respect and they are very calm and encouraging.”

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’s individual needs and preferences were assessed prior to their care commencing the service and these were clearly reflected in the care and support they received. People’s personal, cultural, social and religious needs were understood and respected.

Staff had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs. People and their relatives told us staff took time to speak with people during care visits and communicated effectively. Comments included, “They take their time and know the routine so well and they adapt it, they go at [relatives’] pace” and “[Relative] is relaxed with them they [staff] listen to [relative’s] stories.”

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. This helped enable people to remain in their own homes where possible.

People’s views and decisions about care were incorporated within their care plans. This helped staff to support people in a way that allowed people to have control over their lives and make day-to-day decisions. A person told us, “Staff never rush me, they take their time.” And a relative commented, “Yes, just in terms of how much care they give [relative], [relative] picks [their] own clothes.”

People’s independence was encouraged where possible and care plans reflected this. A staff member commented, “We always let people do as much as they can safely without causing any harm.”

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.

People and their relatives told us staff understood them. They had formed good bonds with staff and built rapport. Family members had confidence that staff would pick up on subtle changes in people’s needs because of these well-established bonds.

The provider produced a monthly newsletter that had robust information on signs of someone becoming unwell such as heat related illness, pressure sores, nail care guidance and recognising the signs of abuse amongst other topics. Staff were aware of how to escalate emergency situations and said they would use the emergency services and the on-call system.

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

Staff described feeling valued and well supported by management. The provider promoted a supportive environment, encouraging staff to raise issues and contributing to a positive culture that strengthened caring practice across the service.