CSS Care Ltd

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. Staff treated colleagues from other organisations with kindness and respect. People and relatives confirmed staff were kind, caring and respectful towards people. A person said, “They are really lovely with me, they do anything for me. They are really kind, considerate, loving and caring. They treat me with respect.” A relative said, “The carers are nice, [family member] is settled with the carers.” Staff also felt people were treated with dignity and respect. A staff member said, “All clients are treated with care and compassion.”

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 and relatives gave positive feedback about their care. A person commented, “They know what I like, how I like it and when I like it. They go above and beyond for me.” Staff told us they were focused on treating people as individuals and providing personalised care. A staff member said, “What the company provides are personalised care plans to suit an individual’s needs.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff understood the importance of promoting independence. A staff member commented, “I encourage a person to do what they can for themselves, so they retain some independence.” Care plans confirmed what people could do and how staff should support people to be independent.”

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. A relative commented, “They are absolutely fine, really good. They are really accommodating. Issues are dealt with straightaway.” Staff confirmed they were able to meet people’s needs. A staff member commented, “Rotas are good, CSS has enough staff to cover the jobs we have. CSS care is meeting service users’ needs.”

The provider cared about and promoted the wellbeing of their staff. Staff weresupported and enabled to always deliver person-centred care. Staff confirmed they were well supported and listened to. A staff member told us, “I feel fully supported. I can speak to management, feel safe and get the support I need. Management checks on me if I have concerns, they help me.” There were regular opportunities for staff to discuss their role and wellbeing, such as regular one to one supervision sessions and appraisals with their manager.