Creative Care and Support Limited

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 65 (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, empathy and compassion and respected their privacy and dignity. Staff we spoke with demonstrated a caring, compassionate attitude towards the people they supported and the care they provided them. People were positive about how staff supported them. One person commented, “The best thing is just the way they are with you, so caring.”

Staff 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 culture and unique backgrounds and protected characteristics.

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. One staff told us, “I make sure that I ask their permission before doing anything for them and getting their consent, so they don’t feel uncomfortable.” Where applicable people were supported with activities and to access the community to support their independence, health and wellbeing and to maintain networks and relationships that were important to them.

The provider did not always listen to and understand people’s needs, views and wishes. Some people and their relatives told us that they sometimes felt communication with staff in the office could be improved. One commented, “Staff are very good at reporting to the office but sometimes the office isn’t good at sorting it and reporting back.” Staff knew people well and could describe how they recognised changes in people’s physical or mental health and what action they needed to take.

The provider told us they cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The senior team were aware of workforce diversity and gave examples of adjustments they had made to support staff with individual circumstances. We received mixed feedback from staff, some of which reported feeling unhappy and unsupported in their role. One staff told us, “I least like having to contact the office as everything feels like a battle. We never get positive feedback; we never get praise, and we never feel listened to.” However, another staff told us, “Management and seniors have been there to support when I have needed it.”