Community Care Advice Centre

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 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.

Staff treated people with kindness and respect. People and relatives told us that staff had a positive relationship with people. A person told us, “To be honest the group that came to me were fantastic and amazing. I had nothing to complain about at all and I was very happy with all of them.” A relative told us, “We know 2 of [persons] regular carers really well now and he has built up a rapport with them.”

People’s privacy and dignity was respected. People and relatives told us that their privacy and dignity was respected when receiving support. A relative told us, “I do feel that generally the carers do respect [persons] privacy and dignity just by the way they are towards him most of the time. We are happy with them.”

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 had been involved in the care planning, care plans include people’s cultural, ethnicity and religious beliefs. The registered manager told us people’s religious needs can be accommodated if needed as part of the support and care people received. People’s strength and abilities were taken into account during assessments to ensure they were encouraged to be independent.

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

People and relative told us they were supported to be independent. A person commented, “I did feel that I got to know some of the carers and they were all very encouraging to me (with independence).” A relative told us, “They will encourage him to do little things for himself.”

Care plans included staff to encourage people to complete certain tasks themselves to gain independence. Records showed that through care and support people were able to be fully independent following discharge from hospitals. People had choice and control as part of the care planning process.

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.

As part of care planning, to respond to people’s immediate needs, goals were set and these were monitored through reviews to ensure outcomes were met. As the service provided reablement support, the registered manager told us, reviews were carried out every 2 weeks to monitor people’s independence and the level of support they required. Records showed through care and support people were becoming more able and independent with less support required. A relative told us, “We were all involved in decisions about [persons] care and we all agreed to it finishing after 6 weeks as he had become so much more independent.”

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

The provider supported staff in their roles. Staff received ongoing training to help in their development to provide safe and effective care to people. Staff told us they were supported and morale was good. A staff member told us, “[Registered manager] is good, he is good. Anytime I have any kind of concerns or need support, even if I call him, he will call me back. He is always there to support. He goes out of his way.”

Staff knew who they were accountable to and understood their roles and responsibilities in ensuring people’s needs were met. They had access to a range of policies and procedures to guide them in their roles.