Reline Care Ltd

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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. The provider monitored staff performance by carrying out spot checks and frequently talking to the people they supported to get their views about the care they received.

A person told us, “They are all kind and caring towards me, they treat me very respectfully, offering me choices of what to wear and they never rush me.”A staff member we spoke with told us, “I start with a polite introduction, explain my role and take time to make the person feel comfortable. A friendly, calm approach helps build trust from the beginning.”

The provider treated people as individuals, they took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.A staff member told us how they treated people as individuals, they said, “I engage them in conversation and activities they might be interested in. I also offer praise when they are able to do things for themselves, no matter how small that might be.”

The provider promoted people’s independence. Staff told us they encouraged people to be as independent as they could be and, where people were not able to do things for themselves, staff consulted them about how they wanted support to be offered. A staff member told us, “I empower people to do things for themselves, I don’t just do it for them without asking. I observe, which helps minimise any risk of harm.”

The provider listened to and understood people’s needs and the way in which they wanted to be supported in the moment and were able to respond immediately. The staff told us they have established working relationships with people they supported, and they understood what to do if people’s needs suddenly changed.

People told us they can talk to the provider if there is a change to their needs. One person said, “If I need anything to alter, we will just call the office and ask the manager to come round and review what needs changing.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to do their jobs to the best of their ability. Staff told us they felt supported by the provider, one told us, “I feel I am supported and I enjoy my work. I have a great relationship with both Reline Care and the people I support.”