Sudbury Care Homes Limited

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.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (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. Staff treated colleagues from other organisations with kindness and respect.

Staff treated people with compassion and respected their dignity. Relatives consistently described staff as kind, caring and attentive. One relative told us, “The staff are great, they know people so well and have built great relationships with them over the years.” Another relative said, “I can’t go to see my relative now due to mobility issues, they arranged that they visit me weekly with staff support that is kindness.”

We observed kind caring interactions between staff and people. People felt relaxed in the company of staff, making jokes and communication was clear. Staff told us they enjoyed their roles. One staff member said, “We are here for the people that live here, we respect it is their home and that we are here to support their needs.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care records were person centred and demonstrated people were treated as individuals. The staff held monthly meetings with people to seek their views on activities and food choices, which resulted in menu changes and a review of the daily activities schedule to meet people’s preferences.

A relative told us people were treated as individuals and staff supported them to meet their needs and preferences. One relative told us, “We are very happy with the progress made since [person] has lived there.”

We found people’s rooms were personalised with photos, ornaments and people we met were very proud to show us their rooms.

The service was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The registered manager explained that the service was run on a people led approach, people were very much leading on their choices and wishes. We saw examples of this on the day our inspection, instead of having lunch at home people asked to go out for lunch this was able to happen as the staffing levels allowed for these choices.

People were involved in interviewing prospective new staff and had one page profiles in place around how they wished to be involved in the process.

The provider also ensured people were involved in choosing who they wished to live in the service, they had 2 current vacancies and the reason for this were sensitive to the people who live there as they had shared a home together for many years. People who came to see the home met with the people already living there and chatted with them to see if they would live well together. This meant that the process was led by the people who had lived there for many years and ensured their voices were heard.

People were supported to understand their rights by using different communication techniques, and their understanding was regularly reviewed. The systems enabled people to maintain important relationships, access to activities and to promote and support their independence, health, and wellbeing. People regularly accessed local amenities with staff support. A person using the service said, “I’m happy, staff are nice we were shopping this morning.”

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 supported people to access external health and medical care services as and when required. Staff were aware of people’s health care needs and how to respond to any immediate health care emergencies to minimise the risk of people becoming distressed or unwell, emotionally and/or physically.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The registered manager spoke positively about the staff team. Staff were supported to express their views of the service and any concerns they may have during team meetings and supervision meetings. The registered manager told us, “We work very well as a team, you see that form staff retention, we work together in the best interest of people we support.”

Staff felt very well supported and spoke of being a good team. They told us the registered manager cared about them and listed to them and any suggestions made were always received positively. A staff member told us, “There is a lot of support for staff we work very well, communication is key and the manager is always approachable and available when needed.”