Clovecare Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

People received a responsive service which ensured everyone that used the service received equity in experience and outcomes. Staff were knowledgeable and respectful of people’s individual differences and provided them with personalised care and support. People felt comfortable with their care workers and were treated fairly and with dignity. Processes were in place to ensure appropriate information was collected and collated about people’s individual needs.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People’s individualities were respected and they were treated fairly and kindly by staff. A relative told us, “The care workers do the job very well and look after Mum like part of their family.” People felt respected and supported in a dignified manner. Comments included, “The care workers treat my [family member] with dignity and respect and show great empathy towards them.” “They are kind, respectful and genuinely care.” “[My family member’s] are treated with great dignity.”

Staff supported each person equitably and fairly. Staff were respectful of people’s individual differences and promoted their rights. Staff told us, “Everybody’s different. You treat everyone with respect. You are who you are. I take everybody as they come.” “Whatever religion they are, I ask about it and find out more about what’s important to them. It’s what they believe in and we respect that.” “We respect every kind of person as each person is individual.” The registered manager confirmed they trained their staff to be aware of and respectful of people’s preferences and beliefs. They ensured everyone had access to the care they required and this was delivered in a manner that they were comfortable with. They told us, “People have a say in what they want, no matter what their belief or lifestyle choice is. They have free reign over their care. We work collectively to ensure people get what they want. What makes them comfortable and what makes them happy.”

There were processes in place to ensure equity in experiences and outcomes for people using the service. The registered manager sought information from people and their relatives about their individual needs and protected characteristics to ensure people received equitable care. The registered manager confirmed she held discussions with people and their relatives during the assessment process to determine whether people had any particular needs they could support them with and how they could do so. People’s needs were recorded in their care plans. We identified one example of a person who had incomplete details in their care plan, but the registered manager rectified this soon after our site visit and agreed to review the care plans of other people using the service to ensure their details were fully competed.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.