CAP Caring HQ

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.

Staff treated people with kindness and compassion and respected their privacy and dignity. The provider treated colleagues from other organisations with respect and welcomed advice. People and those important to them spoke positively about the caring attitude of staff. Comments included, “I am happy with the care I am receiving, the staff come in the morning, and they smile and laugh which makes my day. They do everything and they ask me how I am, and I have brilliant girls”. “The staff are very kind, and they do all the tasks they are meant to do” and “Yes, we are very happy with them. They understand the local community very well and they took a lot of time to understand [person’s name] particular situation.”

The provider treated people as individuals and made sure people’s care and support met their needs and preferences. They took account of people’s strengths and abilities and considered their protected characteristics. People’s care plans contained information about their life history and what was important to them. People told us their regular staff understood how they liked to receive their care. One person’s relative said, “The staff are nice and friendly, and they do everything we need.”

The provider promoted people’s independence, so people knew their rights and had choice and control. People told us they were able to make decisions about their care. For example, their preference for the gender of their care staff and the timing of their visits. People’s care plans documented the importance of maintaining and respecting their independence in their daily care tasks. Information folders were being re-instated in each person’s home, so they had consistent communication about what care they were receiving with a new service brochure to refer to.

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 and those important to them told us staff were quick to identify any changes or concerns in people’s health or wellbeing. One person told us how they had been referred to a specialist due to staff recognising their symptoms.

The provider cared about and promoted the wellbeing of their staff. Staff told us they felt supported and valued. Staff and the managers worked in their own locality and knew people and each other well. The provider had worked to improve service professionalism, and supported staff with input from the local authority quality and improvement team to ensure standards were maintained. Policies informed staff about what was expected of them., Learning and compliments were shared.