Ranis Healthcare 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 requires improvement. At this assessment, the rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

At the last assessment we found the provider did not always treat people with kindness, empathy and compassion or respect their privacy and dignity.

At this assessment, the provider had made improvements in how staff supported people with kindness, respect, and dignity. Feedback from people and their relatives was positive. A person told us, “They [staff] treat me with respect. They are kind and helpful.” A relative told us, “[Staff are] brilliant and kind. They are caring and considerate. Really lovely.” Staff spoke about people they supported with warmth and compassion. A staff member told us, “[Respecting] dignity is one of the main parts of a care worker’s role.”

At the last assessment, the provider did not treat people as individuals or make sure people’s care, support and treatment met their needs and preferences. They did not take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

At this assessment, the provider had made improvements in how people were treated as individuals. Staff had a better understanding of people’s preferences, personalities and what mattered to them, and this was reflected in day-to-day interactions and updated care plans. People and their relatives told us staff took the time to get to know them as individuals. A relative told us, “They know [family member] well. They talk to [family member] about history and sport.” Another relative told us, “They [staff] know something about dementia patients. They are patient and kind. I would not leave [family member] with anyone else.”

At the last assessment, the provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care.

At this assessment, the provider had made improvements in helping people have more independence, choice, and control in their daily lives. We saw people and their relatives had more opportunities to feedback and make decisions regarding the service they were receiving. People were generally positive about the way in which staff engaged with them and supported them to make decisions about their care. A person told us, “They [staff] will ask how I want things done.” A relative told us, “[Family member] has choices in what they want to eat and what they want to do.”

Staff were able to give examples as to how they promoted people's independence and encouraged choice and control. A staff member told us, “A lot of our clients like to be independent, and I do what I can to help them with this. For example, [name] just needs a bit of support in the kitchen, but they can do everything themself. We just have to be there in case they need us.”

At the last assessment, the provider did not listen to, or understand people’s needs, views and wishes. Staff did not respond to people’s needs in the moment or act to minimise any discomfort, concern, or distress.

Since the last assessment, the provider had made some improvements in how they responded to people’s immediate needs. The provider had listened to people’s concerns regarding the timing of care calls and the consistency of staff providing support. Work in this area was ongoing and as such, feedback we received was variable. However, it was evident the manager was taking positive steps to monitor and address call lateness and this was starting to have a positive impact.

At the last assessment we found the provider did not promote the wellbeing of their staff. They did not support or enable staff to deliver person-centred care. People were not consistently receiving personalised care from staff who themselves were well supported.

At this assessment, we received positive feedback from staff who told us they were happy to work for Ranis and felt like they were "part of a family." Staff had increased management support with more frequent team meetings and supervisions taking place. This had a positive impact on the standards of care and support received by people.

Staff told us they felt supported by managers, who were approachable and available when needed. A member of staff told us, “My managers are supportive and I have learnt a lot from them. Previously the management were not very approachable, now they are very much approachable. Everything is better, the care plans are much better, the clients and the carers are much happier. We also have a lot of flexibility in our role.”