Master One Care

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 newly registered 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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. People told us, “The staff are very good. The staff are very caring”, “They are kind, and caring”, “They are very considerate” and “She respects his privacy and dignity.” Staff were mindful of people’s privacy and dignity and ensured personal care was undertaken in private, with curtains and doors closed. A care worker said, “We ensure we close the blinds and if assisting with personal care we always ensure we discuss it with them and involve them in the process. If they don’t feel comfortable then we take a different route.”

The provider treated people as individuals and made sure people’s care and support met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff knew the people they were supporting well. They understood the person and their care needs. A relative told us, “As far as we’re concerned [our care worker] is an absolute gem. She always asks if there is anything else we need.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care and wellbeing. People were involved in their care and staff respected their choices and decisions. A care worker said, “I always offer choice with meals and clothes and let them decide.” People were encouraged to be as independent as possible and to do as much for themselves as they safely and comfortably could. A care worker told us, “When doing personal care, we support them and encourage them to wash the areas that they can easily reach.”

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. Staff knew people well and provided care and support in line with their individual requests and preferences. They understood signs and symptoms that a person may be in pain or discomfort and supported them accordingly. Information was included in people’s care records about any continued pain they experienced.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff were positive about the support they received from their managers. They felt their wellbeing was considered and flexible working practices were in place to support their individual circumstances. A care worker told us, “This is the first company I have been in where I truly feel settled and happy. If there is anything I need workwise or personally they are there.”