WR Care Services

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 newly registered service. This key 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. People agreed that they were treated with dignity and respect. People’s relatives told us, “I think they do respect [person’s] dignity.” Staff treated colleagues from other organisations with kindness and respect.

The registered manager told us, “Staff ensure people’s dignity is protected when carrying out personal care by ensuring curtains, doors are closed, and any [welfare monitoring cameras] are covered up.”

The management team talked about people they supported with kindness, sensitivity, and warmth. Partners told us, “I have found WR Services’ staff to be very kind, compassionate, and able to communicate effectively with the people they support. They consistently provide appropriate care and services to those in need.”

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, culture, and protected characteristics.

The provider included information such as people’s current living arrangements and relationships, their preferences, and how people wanted their personal care to be delivered. For example, one person’s care plan included their religion, and told staff the person’s dietary requirements linked to their faith. This meant people were supported to have their needs met by staff who understood the context of their experiences.

However, the information was not always detailed, for example, staff were not told which specific foods they should support the person to eat. We gave the management team feedback about this, and they took action to rectify the concern.

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

Records demonstrated people were involved in reviews of their care and encouraged to give feedback. People were encouraged to carry out elements of their care independently where possible. Care plans clearly indicated people’s strengths and abilities.

People and their relatives told us that staff listened to them and discussed elements of their care with them.

Staff told us, “I get to know people by asking them questions.”

Partners told us, “WR Services’ staff treat individuals with dignity, respect, and compassion, valuing them as individuals regardless of age, race, religion, sexuality or background.”

The service advocated for people to source a range of equipment to support and maximise people’s independence, for example, assistive equipment to support people to mobilise. This meant people were treated as partners in their care. People were listened to, supported to make their own decisions, and encouraged to maintain their independence.

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 observed management speaking with people and their representatives over the phone with kindness and care on the day of inspection.

Staff were given training to respond to people’s distress or concern and demonstrated an understanding of how this was put into practise. Staff told us that they, remained calm and understood when people experienced behaviours that communicated emotions.

People’s relatives told us, “They [staff] are pretty good; if I leave a message they get straight back to me” and “[Person] was suddenly on end-of-life care. So [the service] stepped up and supported us.” The service had an on-call service that people and professionals could use if they needed immediate care or support. This meant that people experienced care that was responsive, compassionate and centred around their emotional wellbeing.

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

Staff were given the necessary resources and facilities for safe working including regular breaks, and paid travel time. We saw consistent and regular records of staff supervision and team meetings.

Staff were given appropriate training and told us they felt supported to carry out their roles. Staff told us they felt supported by the management team. A staff member told us, “I am happy with the way the manager and other staff treat and support me.” This meant that people experienced safe and effective care as the provider recognised the wellbeing needs of their staff.