One to One Community 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 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 65 (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 people with kindness, empathy and compassion and respected their privacy and dignity. Staff we spoke with demonstrated a caring, compassionate attitude towards the people they supported and the care they provided them. People were positive about how staff supported them. One person commented, “Very kind and caring, all of them, treat me with dignity and respect, have a good laugh as well, very good care.” A relative told us, “Definitely kind and caring staff.”

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. However, care plans did not always include information about people’s personal, cultural, social and religious needs. They did not always identify what was important to people or how they wanted to be supported. More detail was required to ensure people’s preferences relating to care and support was clearer. People told us that they were treated as individuals and their views respected. A relative told us, “Very kind and caring staff, [person] can make their own decisions, no issues around religion or culture, always shown dignity and their home respected.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. However, care plans did not always promote people’s independence by highlighting what support people needed and what they could do for themselves. Assessments of capacity were not always completed and information around capacity and how people made choices and decisions was not always recorded.Staff however could describe how they encouraged people to maintain independence and how they supported them to have choice and control over their lives. One staff member said, “Yes, it is important the individual maintains their independence, having control over their care and making choices for themselves whenever possible.”We received positive feedback from people and relatives about supporting with independence. One relative told us, “[Person’s] independence is encouraged, and [person] is given choices around their needs.”

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.We received positive feedback from people and families about the responsiveness of the provider and staff. One relative told us, “All [person’s] needs are being met. Staff respond to any change in [person’s] care but currently no changes required.” Another commented, “Absolutely all their needs are being met, staff respond to any changes needed.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. Staff told us they received support through supervision, appraisal, training and team meetings. Staff were positive about the support they received and felt managers were approachable. A staff member told us, “I have regular supervisions and appraisals, and I feel supported by my manager 100%.” Another staff member commented, “My manager is very approachable and is always there if needed.”