SureCare Swale Also known as Kent Care LTD

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

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.

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 were at the centre of their care and support and were involved, with their relatives, in regularly reviewing and making any changes that were required to support people’s needs. People’s care records included their needs, preferences and aspirations. For example, one person’s goal included visiting the local beach to have chips, there was a plan in place for the person to achieve this.

People and their relatives felt staff understood their diverse health and care needs and were able to meet their needs. The registered manager had developed a relationship with external organisations that were able to provide additional support to people such as, form completion for people who were financially dependent.

Documents were available to people in a variety of formats to meet their individual needs. People’s communication needs were recorded and respected by staff who enabled people’s meaningful engagement in decisions about their life. Staff had been trained and followed the provider’s policy in relation to General Data Protection Regulation (GDPR) which protects an individual’s personal information.

People’s feedback about their care, support and treatment were sought on a regular basis. One person said when speaking about the staff, “They listen carefully, and they will do things to help me.” Information about how to raise a complaint or make a compliment was recorded within people’s files kept within their home. Records showed that action had been taken when a concern had been raised which had been addressed to the persons’ satisfaction.

Systems were in place to ensure people could access care and support out of hours using an online system, set up by the management team. Staff gave examples of the aids that were in place to support a person with their communication to ensure their needs were met. The management team had developed a system to ensure that people’s needs were met during times of emergencies such as, bad weather. Staff were informed during their induction; at supervision and team meetings of the action they should take if they were going to be late for a care call.

The outcomes people wanted to achieve from receiving support from the agency had been recorded and were used to tailor their care, support and treatment in response to this. For example, for people to stay within their own home and maintain good health. People felt that staff listened and respected their views, whilst treating them as an individual. Staff had been trained in equality and diversity and ensured people were protected from discrimination.

People and their relatives had been involved to make informed decisions about their future, for example, if their health declined or there was a medical emergency. Some people had chosen to implement a DNACPR (Do not attempt cardiopulmonary resuscitation). This is a decision to not perform emergency treatment if the person had a cardiac arrest or died suddenly.

At the time of our assessment no one was receiving care at the end of their life. However, the registered manager told us that staff would have the appropriate training and would follow guidance from external health care professionals as well as the organisation’s policies and procedures should this change.