Rynes Healthcare 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

People’s relatives told us staff were kind and caring. Staff promoted people’s independence and supported them to do as much for themselves as possible. Relatives felt staff responded to people’s immediate needs and provided them with reassurance if they experienced distress. Staff understood the importance of treating people as individuals and respecting their views about their care and support.

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.

People’s relatives felt staff were kind and caring. Their comments included, “They are always friendly and polite with [family member]”, and “They sometimes come in and say, ‘Hello my man!’ and give him a high five. They are like friends, really”.

Staff gave examples of how they treated people with kindness and compassion. One staff member told us, “I put myself in their shoes - how would I wish to be treated? I am always patient with them, this is driven from our training - treat them with politeness, patience and kindness”.

We did not receive any feedback from partners about this topic.

People’s relatives felt their family members were treated as individuals by staff. One relative told us, “They understand how he likes things done.”

Staff gave us examples of how they treated people as individuals. One member of staff told us, “We always talk to them and see what they want and help them achieve that”. another member of staff said, “When you read the care plan, it is driven by their culture, their wishes. I am part of the solution delivering what this person is hoping for”.

People’s preferences about their care were discussed during their assessments and recorded in their support plans. Support plans were reviewed regularly to take account of any changes in needs or how people preferred their care to be provided.

People’s relatives told us staff supported people to be independent and have choice and control wherever possible. One relative said, “I think they do recognise his abilities and let him do what he can”.

Staff told us they supported people’s independence, choice and control. One member of staff said, “It is about not making choices for them. People have to make their own choices; we need to support them and guide them”.

Spot checks carried out by the registered manager included checking that staff understood people’s individual needs and preferences and provided care in a way that reflected these. People’s care plans recorded what they could do for themselves in addition to the areas in which they needed support.

People’s relatives gave mixed feedback about staff’s ability to respond to people’s immediate needs. Their comments included, “Some are better than others. Some do have that intuitive thing you can’t define, and for the others, I have to be blunt and put a big list on the door of what needs to be done”.

Staff told us they responded promptly to people’s needs when necessary. One member of staff said, “If someone is prone to fall and they are anxious, I assure them that I am with them, I am there to support them”. The registered manager told us that either she or one of the agency’s co-ordinators were available on call should staff need to contact someone in an emergency.

Staff reported they felt the provider looked after their wellbeing. The most recent staff survey showed staff felt supported in their roles and were happy in their work. Staff confirmed they had access to the induction, training and support they needed to feel competent and confident in their roles.

The provider had introduced one-to-one supervision sessions, which provided opportunities for staff to discuss their training and development needs or any concerns they had. Surveys distributed by the provider asked staff whether they received good support and had sufficient opportunities to further their professional development. The provider had an Equality, Diversity and Human Rights policy, which helped ensure staff did not experience unlawful discrimination, victimisation or harassment.