Caring Direct 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. This service was previously registered at a different address. This is the first assessment for the service at this address. This key question has been rated requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 60 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff treated people with kindness and compassion and respected their privacy and dignity. The provider treated colleagues from other organisations with kindness and respect. People and those important to them told us staff were caring. Comments included, “They’re all very kind”. “I have one carer who is wonderful” and “They’re very kind and gentle.”

The provider did not always treat people as individuals or make sure people’s care and support met their needs and preferences. People’s care plans lacked detail and did not always take account of their strengths and abilities or fully consider their personal, cultural and social needs. People’s emotional support needs were not always considered or documented. This meant staff did not always have detailed guidance about how to tailor their support to meet people’s specific needs.

The provider did not always promote people’s independence, choice and control over their own care and support. People’s care records had not been updated when people’s needs changed and this meant they did not accurately reflect what people were able to manage independently and when they required support. People told us they did not always feel they had choice over the timing of their calls and this meant they lacked control of their care. Comments included, “They come when they want to” and “Timings are a problem unless I ask who will come or when.”

Staff responded promptly to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People’s relatives told us staff were quick to act in an emergency and stayed with people to provide additional support if required.

The provider did not always promote the wellbeing of their staff in order to enable them to deliver person-centred care. We received mixed feedback about how well staff were listened to when raising concerns about their rotas and the impact this had on their wellbeing and their ability to provide good quality care.