Caring 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. 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. People told us staff were kind, caring and respectful. A person told us, “We have had the provider for 5/6 years and for the last 2 years we have had regular carers and we are very lucky to have them they are excellent they treat me with respect and are chatty with me and talk to me about daily life it makes a world of difference , they always turn up on time but if they are late they will let me know.” A relative told us, “The staff are fabulous, they are like my family, beautiful, lovely people. They treat [person’s name] with kindness and respect. They never moan and I trust them just to get on with the Job.” Staff could describe how they supported people and records showed staff spoke about people with compassion and treated them with dignity. Systems were in place to regularly check on how staff supported people during their care calls including spot check observations and feedback processes from people.

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. People told us staff knew them well and they had developed routines for how they liked their care to be delivered. A person told us, “They are absolutely fantastic, it takes me a while in the morning, but she helps me get out of bed and the staff know my needs it’s like clockwork.” A relative told us, “[Person’s name] has dementia, and they are very good with them. In fact, there was a health professional here and they could hear the staff talking to [person’s name] in the bathroom and they commented on how good they were with them.” Staff told us they had information included in people’s care plans about their preferences and care records confirmed this. Partners told us staff had individual preferences included in care plans and this enabled people to be treated as individuals.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us staff helped them to maintain their independence. People and their relatives spoke positively about the service and how staff supported them to maintain their independence. A relative told us, “Over the last 6 months [person’s name] has improved with their talking and will know staff are there and say hello”. Feedback showed the staff were engaging people in their care and understood their needs and preferences. Staff were knowledgeable about people and described how they supported people to remain independent. Partners told us staff worked to support people to maintain and regain their independence. Care plans referenced when people were in receipt of reablement and staff worked to support people to meet their goals. The system aimed to help people, remain, or improve 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. People told us staff were responsive to any changes in needs. A relative told us, they were impressed by the agency’s responsiveness commenting, “I phoned them on the Monday night, and they had assessed and had staff going in on by the Tuesday.” Another relative told us, “There was one time when [person’s name] had a fall and was in a state, so the social worker rang the agency, and they sent someone around straight away. They are brilliant.” Staff told us they would be able to support people if they needed something whilst they were on a call there was no pressure to leave things undone. The registered manager told us they were able to accommodate changes in need for call times and days as needed. Partners told us the provider offered wrap around care and support for individual at crisis point, providing reassurance to family members that their loved ones were having their needs met and being taken care of by staff.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff were happy with their role and could share examples of the support they received. The registered manager told us about the systems in place to support staff and how they used awards evenings and celebrations at Christmas to reward staff for their commitment to their role.