SureCare Swale

Safe – this means we looked for evidence that people were protected from abuse and avoidableharm.

This is the first assessment for this newly registered service. This key question has been rated Good. This meant people were safe and protected from avoidable harm.

There was a culture of learning from any incidents, accidents or complaints to prevent a re-occurrence and make positive changes. People’s needs were assessed with them prior to any care or support being given and risks associated with the person including environmental risks were assessed and mitigated. Staff had been trained and protected people from the risk of abuse following the provider’s policy and procedure. People where possible were provided with consistency and continuity of care. Staff had been recruited safely and been trained to meet people’s needs whilst promoting effective infection control procedures. People received their medicines safely from staff that had been trained, had their competency assessed and were observed on a regular basis by a member of the management team.

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this newly registered service. This key question has been rated Good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

People and their relatives were involved in the initial assessment of their needs with a member of the management team. This information was transferred into people’s care plans which included people’s communication, personal and health needs. Staff worked with external health care agencies involved in people’s care for the best outcomes and smooth transitions when moving between services. Staff supported people to understand their care and treatment to enable them to give informed consent. Appropriate people had been involved in decisions in people’s best interests when they did not have the capacity for the specific decision.

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.

Staff treated people with kindness and compassion whilst respecting their privacy and dignity, encouraging their independence wherever possible.

People were respected and treated as individuals, one person said, “They care about me as a person” when speaking about the staff. People’s individual preferences including social, religious needs and life history had been detailed within their care plans. Staff responded to people’s immediate needs and had implemented effective systems to enable communication.

Staff enjoyed their role and were well supported by the management team. Staff were given numerous opportunities to provide and receive feedback about their role. Staff received regular supervision and appraisal meetings with their line manager, attended regular staff meetings and received staff newsletters which provided any updates and recorded any changes to their role.

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this newly registered service. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.

Care and support were planned with people around their specific wishes and needs. People’s protected characteristics were included within their care plan and respected by staff. Documents were made accessible to meet people’s preferred communication method. People’s views were sought and acted on. People’s views for their care in the future had been recorded.

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

This is the first assessment for this newly registered service. This key question has been rated Good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

The organisation had a vision and set of values which was followed by the staff team and shared with people using the service. People and their relatives spoke highly of the management team who they knew well and saw on a regular basis. Staff told us they enjoyed their role and were well supported by the registered manager and senior management team. Staff received regular support through staff meetings and supervision meetings where they had the opportunity to raise any concerns they had and also receive feedback from their line manager. Reasonable adjustments had been put into place to support staff when this was required.

People and their relative’s views were sought on a regular basis and acted on if required. Regular checks and audits were in place to ensure people received a high-quality service. If any shortfalls were identified these were quickly acted on and rectified. The registered manager had developed partnerships with organisations in the local community offering support to people when this was required.