Continuity Healthcare Services Private 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

We assessed all the quality statements in the Caring key question.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People and their relatives told us staff treated them with kindness, compassion and dignity. Comments included, “My carer is very kind and is very gentle when washing me” and “The 2 carers I have treat me with kindness and are caring in the tasks they do for me”.

The registered manager told us they completed observations of the support staff provided to people. They told us they were assured staff were treating people with kindness and compassion.

Health and social care professionals we contacted did not raise any concerns about the kindness, compassion and dignity people were shown.

People did not specifically comment on being treated as individuals and no concerns in this area were raised.

Staff described the individual approach they took to meeting people’s needs, ensuring care was provided in ways that considered people’s preferences.

We found some of the terminology used in people’s records was not person-centred or dignified. Examples included a care plan stating a person needing ‘firm’ encouragement and instructing staff not to be ‘soft’ or the person would decline care. Another plan referred to a person responding better to ‘assertive’ staff. The registered manager told us they would review the wording in plans as part of their improvement plan.

We received mixed feedback from people and relatives about support to maintain independence. Whilst some people said staff supported them well, others said the way their care was managed impacted on their independence. Examples included call times not being convenient, resulting in late starts to the day or going to bed earlier than they would like.

A review by the local authority commissioning team had identified the need to improve support for people to maintain their independence. The registered manager said they were reviewing all the care plans and focusing on maximising independence for people. The training manager was identifying additional training for staff to support them.

Care plans that had been recently reviewed by the management team set out details of what people could do for themselves and how staff could encourage people to be independent. The registered manager said work was on-going to review all the plans to include this information.

People and relatives told us staff responded quickly to meet their immediate needs.

The registered manager told us they regularly checked people’s daily notes and completed observations to make sure support was provided in a timely way.

Staff told us they received the support they needed to do their job well. They said the management team were open and they were able to share any concerns they had. Staff said management responded promptly when they requested support, for example when requesting support from the on-call manager out of office hours.

The service had policies in place to support staff wellbeing, including workplace safely, training, supervision and regular appraisals.