Sylvian Care Southampton

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.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service made sure people were at the centre of their care and treatment choices. They decided, in partnership with people, how to respond to any changes in people’s needs.

People and family members told us they were involved in care planning, which was regularly reviewed to ensure information was current and up to date. People felt that they mattered. A person told us, “The returning carer sat with me asking if I needed anything different. ‘What are the new exercises?’ she asked, ‘How’s my weekend been?’. She gets a good picture how I am, and what my needs are. That makes me feel at ease.”

During conversations with staff, it was clear staff and managers wanted to provide person-centred care. Care plans were very person centred and detailed. Staff knew people well and could describe their preferences and how they liked for example, to receive their personal care. A staff member told us, “Allowing people to choose to have a shower or bath instead of just assisting with a wash at the sink. I allow them time to complete tasks such as showering, bathing and not rushing them. I allow them to choose what they would like to wear by giving them options. I also give them a choice of what they would like to eat for their breakfast, lunch, dinner.”

A health professional told us, “The service excels at providing holistic, person-centred care. Staff are responsive, approachable, and skilled in managing complex needs while maintaining a supportive environment.”

The provider understood people’s diverse health and care needs and local health and social care services, so care was joined-up, flexible and supported choice and continuity.

People’s care was provided by regular staff where possible. A person told us, “I get the same carers.” A relative said, “Excellent staffing enabling a consistency of contact, important for someone with dementia. Always arriving at appropriate times and recording their visits for me to view remotely.” Communications between other health and social care professionals were effective and enabled prompt adjustment of people’s care if required.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care plans reflected their current physical, mental and emotional needs. Care staff had information about and understood people’s communication needs from care plans, meaning they could support people to fully express themselves. People received information in a format suitable for their needs. A relative told us, “(staff members name) engaged well with my sister and I was impressed by her ability to involve my sister in conversation, encouraging memory recall and explaining topics without frustration at my sister’s inability to remember things.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and explained what had changed as a result. The provider had a complaints policy and process to manage any complaints. Managers responded to people in line with the provider’s policy. However, records were not always clear on what actions had been taken and if any learning had been taken and improvements made.

The provider made sure people could access the care, support and treatment they needed when they needed it. The provider had equality and diversity policies. Staff completed equality and diversity training, which helped ensure they understood potential barriers to accessing care and how people could be supported to overcome them. This helped ensure people could access care and support when they needed, promoting equality and protecting their rights. One person told us, “They can be flexible, up to 24 hours [notice]. For example, I wanted to pop out for half an afternoon. The lunchtime visit was due. I called to move it to the afternoon visit. They were very accommodating.”

A health professional told us, “The service promotes equality and inclusivity, respecting service users’ rights and ensuring that care is person-centred and non-discriminatory.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff treated people equally and without discrimination. People and family members were positive about the care and support they were receiving. A person told us, “Both managers come out with a bunch of flowers. We have a catch up: anything that needs changing, any complaints, worries. Is everything up to date? This time the physio and the medicines needed mentioning. Every six months they come to update things. I sign and the changes get put on my notes.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. At the time of inspection no one was receiving end of life care. Should end of life care be required this would be provided in line with the person’s wishes. All staff had received training and there policies and procedures for end-of-life care to support them. The manager told us how they worked with the district nurses and local hospice when required.