Below is a detailed description of how the CQC would characterise an ‘outstanding’ service from the point of view of being caring. It begins with an overall definition of ‘Caring’ and then gives an overall ‘outstanding’ characteristic of a ‘Caring’ service. Then it breaks down this overall characteristic into a number individual parts using the Key Lines of Enquiry (KLOEs) for this domain (C1, C2, etc).
|By caring, we mean that the service involves and treats people with compassion, kindness, dignity and respect|
|People are truly respected and valued as individuals and are empowered as partners in their care by an exceptional and distinctive service|
|C1: How does the service ensure that people are treated with kindness, respect and compassion, and that they are given emotional support when needed?|
|There is a strong, visible person-centred culture. The service ensures that staff in all roles are highly motivated and offer care and support that is exceptionally compassionate and kind. They care for individuals and each other in a way that exceeds expectations. Staff demonstrate a real empathy for the people they care for.
The service ensures that staff focus on building and maintaining open and honest relationships with people and their families, friends and other carers. There are creative ways of reflecting people’s personal histories and cultural backgrounds and the staff are matched with people’s interests and personalities.
All staff are particularly sensitive to times when people need caring and compassionate support. They discuss this with them and help people explore their needs and preferences in relation to personal and family support.
|C2: How does the service support people to express their views and be actively involved in making decisions about their care, treatment and support as far as possible?|
|The service is exceptional at helping people to express their views so that staff and managers at all levels understand their views, preferences, wishes and choices. Staff use a variety of tools to communicate with people according to their needs, which may include using new technologies. Staff find innovative and creative ways to communicate with each person using the service.
They make sure that people get the support they need and want, and are particularly skilled when exploring and trying to resolve any conflicts and tensions involved.
All staff encourage people to explore their care and support options and support them to explore sources of additional help and advice with particular care and sensitivity.
All staff positively welcome the involvement of advocates. Where sources of information, advocacy and support are not readily available, the service works with sector stakeholders to try to fill the gap.
|C3: How are people’s privacy, dignity and independence respected and promoted?|
|Respect for privacy and dignity is at the heart of the service’s culture and values. It is embedded in everything that the service and its staff do. People and staff feel respected, listened to, and influential.
The service anticipates people’s needs and recognises distress and discomfort at the earliest stage. It offers sensitive and respectful support and care.
People are involved in creating and reviewing information and privacy policies so they have complete confidence in them.
People decide who provides their care and support, and when.
The service has a comprehensive understanding of the needs of young adults when they transition from services for young people. It makes sure that they and their families are closely involved in planning their transfer, and finds creative ways of meeting individual needs.
An equality, diversity and human rights approach to supporting people’s privacy and dignity is well embedded in the service. Good practice examples show positive outcomes for people in line with this.