Respectful 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 as outstanding. At this assessment the rating has remained outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 100 (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 was exceptional at treating people with kindness, empathy, compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People and their relatives all gave excellent feedback about staff, without exception. Their comments included, “The staff adapt and take time to explain which is rare,” “[Named person] absolutely loves the carers coming, if friends arrive the carers get drinks and so on, they are now like friends,” and “the carers make [named person] laugh and it is lovely to see him so relaxed and happy.”

Staff described people to us in a compassionate and empathetic way, and it was clear how much they cared for and respected the people they supported. They always looked for ways to improve people’s lives and maintain their dignity. Staff said, “Their privacy and dignity is maintained throughout all of our visits.”

Staff told us, and people confirmed, how they would be there for the whole family, if required, offering emotional support explaining how some people just “need a hug and a listening ear.” A relative told us, “Staff are really proactive…They are there for all of us.”

A professional told us, “I have worked with carers and the senior leadership team for several years and have found them to be very professional and most importantly very caring towards their clients.” Another said, “The staff are professional and attentive, treating people with respect and dignity as a key quality. They go above and beyond. They appear to have a robust and careful recruitment process that ensures carers share values of respect and a caring nature, which I was able to experience with all staff I met who worked with the organisation.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The provider and staff had an extraordinary grasp of the importance of how to treat people as individuals and respect them for who they were. Information about people’s protected characteristics and diverse backgrounds were documented in people’s care plans in a sensitive and respectful way. Staff explained, “Every client isn’t the same, but I meet their needs based on preferences, choices, beliefs, religion, etc. I never discriminate against our clients, and I enjoy getting to know the clients wishes and preferences as well as life stories if they wish to share.” “We provide culturally sensitive care by respecting dietary, religious, and personal preferences…celebrating diversity and inclusion in care practices,” and “I have been proud to be part of humbling journeys where a client perhaps cannot remember day to day things but can sing to songs from church and it rolls off the tongue it is just incredible.”

The provider, staff and people shared passionately many personal examples of how protected characteristics such as sexuality and religion had not only been accounted for but been embraced. A relative told us how staff are, “not just 'doing' the care but enhancing it.” Another said, “The carers listen and follow what my mother wants, and they respect her decisions.”

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

Care plans were always written to promote independence and to prompt staff to not unintentionally take away any choice or control from people. For example, “I am able to locate and chose the clothing I would like to wear each day; I am able to manoeuvre my upper body into clothing to assist staff.”

Staff were very proud to share with us their many examples of when they went above and beyond to support people, particularly when it came to encouraging independence. For example, staff supported people gradually and safely to become mobile again or supported and encouraged people who suffered with anxiety to get out into the community. One shared with us how a person they supported told them they, “always have their breakfast made for them, and sometimes they would like to do it themselves, so we did it together, I watched and guided them to make a bowl of cornflakes and a pot of tea. They felt fulfilled and happy they had done this themself.”

Staff also completely understood how they had to balance encouraging independence with safety and said, “We encourage all of our clients to do the most that is safe for them to do. For example, if a client can leave the house, we encourage them to be social. But their safety comes first,” and “independence is upheld as much as possible and again differs independence wise from client to client, but we encourage as much independence as reasonably possible for that client.”

Relatives told us, “whatever the carers do they are always careful to make sure [named person] is ok and can choose food, clothes, where to eat etc,” and “staff are very good at getting to know their patients and were quickly able to get mum to do things,” and “they know [named person] so well now but still let them choose.”

Staff recognised the importance of how to support people to maintain their social interests, assisted them where they could, to still access community events that were important to them. We saw evidence of how they altered one person’s visit to enable them to support him to watch the Tour de France go by and how they took another person to the church they always used to attend with their family. Where people could no longer access the community, the provider had purchased an innovative “wellbeing suite” which was a piece of equipment that had a vast number of interactive games and activities people could enjoy in their own home to combat loneliness and support with cognitive stimulation.

The provider was exceptional in how they 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.

Staff told us, “I take time to listen to each client, understanding their preferences, routines, and goals. I engage in open conversations with the individual, ensuring they feel heard and respected. I consult with family members and other professionals if needed, while always prioritising the client’s voice.” Another said, “I always ensure all clients are treated fairly and lead a positive life. I ensure all their needs are met at every call and that I maximise the time I have with them… I always come to work with a positive and approachable attitude as I understand that some clients may only see the carers all day and nobody else.”

Relatives told us, “[Named person] is very comfortable with them as they work hard to build trust and rapport,” and “we are very impressed with all aspects of care.”

The provider prioritised continuity for people to further enable them to respond to immediate needs. Staff explained, “Respectful Care try to have good continuity for the clients. This is very important as the more often you visit a client the quicker you pick up on changes in a client’s health.”

A healthcare professional told us, “They have always contacted me with any concerns, and we have arranged prompt visits.”

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care. We saw evidence that topics at team meetings covered staff wellbeing issues such as work / life balance and mental health wellbeing. Staff were also able to attend individual support sessions where they could check in with their manager about any concerns

Staff described to us the high level of caring support they received personally from Respectful Care. Staff said, “I feel able to communicate anything with my team lead/office staff/manager if I had any concerns and having [named Mental Health First Aider] on hand if I feel worried and need support with our own wellbeing is incredible,” “I have regular supervision sessions where I discuss my progress, any concerns, and further training needs if there are any. The management team is very supportive, and I always feel listened to and valued,” “I needed time off work, (for personal reasons) and my manager checked in with me every week,” and “Respectful Care is an amazing workplace because of the team spirit, support, and commitment to high-quality care. I feel valued, respected, and motivated every day.”