Promised Care 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.

This is the first assessment for this service. This question has been rated 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.

People and their relatives told us they were happy with the caring relationships they had with staff. One person said, “[Care staff] very caring, very, very nice.” Staff respected people’s dignity, privacy, and confidentiality, and shared information with relevant professionals appropriately. A staff member commented, “I am a kind and generous person. I’ve received good feedback from others about being supportive.” Staff enjoyed positive relationships with people and understood how they wished their needs to be met. People were complimentary about the service and commended the registered manager, describing them as, “Very caring.” Staff supported people to live as independently as possible, and people told us staff did not take over tasks they were able to complete themselves.

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.

Care plans were detailed and contained information about people’s life history, likes, dislikes and preferences.

Staff delivered people’s care in a manner that promoted their equality and diversity and did not discriminate against them. Staff respected people's cultural and spiritual needs and wishes and ensured their provided care appropriate to each person’s individual identity including religious beliefs and cultural heritage. Staff had received training that enabled them to value equality and diversity in line with the provider’s policy.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The registered manager planned people’s care. They ensured people had choice and control on how they wanted their needs and preferences met. People were supported to live independent lives as far as practicable. Staff supported people to develop new skills and to maintain existing abilities to do tasks they were capable of doing for themselves. Care records included information about activities people were able to do independently such as some aspects of their personal care, managing their finances and attending social activities in the community.

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 were satisfied with the care provided. They told us staff were flexible and responded well when a person showed changes in their health and well-being. They also said staff were responsive to their requests and flexible with scheduling. The registered manager ensured the care plans had information about people’s needs, preferences and how they wished to be supported. They carried a review of care plans and updated these to reflect changes in people’s needs and how they wished their care delivered. Staff were updated about changes to people’s needs which enabled them to deliver appropriate care.

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

Staff felt supported in their roles and could approach the registered manager to discuss any issues affecting their well-being or the people they supported. Staff told us the registered manager promoted good teamwork and communication between them and the people who used the service.

Staff told us they were happy in their work and felt valued. They spoke very highly of the service and the registered manager. Staff said the management team showed valued their wellbeing, as well as their professional development. Staff told us they were provided with opportunities to provide feedback, raise concerns and suggest ways to improve the service.

Staff felt confident in their jobs because the registered manager guided and supported them, helping them provide good care.