Sterling Care Services

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• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

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 service. This key question has been rated Good.

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 and staff told us that individuals’ needs were regularly assessed. There was clear evidence of discussions taking place with people and, when appropriate, their relatives about care needs. Feedback from both people and their relatives was positive.

The documentation we reviewed showed that people’s needs were consistently monitored and reviewed, ensuring staff had up‑to‑date information about the care each person required.

People receiving support in their own homes were cared for in line with recognised good practice standards. Care records clearly reflected people’s preferences, including how they wished their daily routines and support tasks to be carried out. People told us staff respected these choices and delivered care in the way they preferred.

Assessments had been completed using nationally recognised processes, covering key areas relevant to home care such as mobility, medication support, and risks within the home environment. This helped ensure people received the right level of support while maintaining as much independence as possible.

People and relatives described staff as reliable and knowledgeable about their needs. Staff told us they had access to up‑to‑date care plans and information that enabled them to provide safe and consistent support. Regular reviews of care plans ensured care remained current and responsive to any changes.

Overall, people experienced personalised home‑care support that reflected their choices and aligned with good practice.

People and their relatives told us that staff worked well together as a team. When issues arose that required input from other health professionals, staff supported people to make contact and worked closely with relatives to ensure the person received the support they needed. We also saw evidence of the registered manager corresponding with health professionals, including community nurses and safeguarding teams, to ensure people received appropriate and timely care. This collaborative approach helped ensure people’s needs were met and that they remained safe and well.

People were supported by staff to lead healthier lives in a variety of ways. Staff encouraged people to maintain a balanced diet, and for those living with conditions such as diabetes, they supported them to prepare suitable meals and make healthier choices. When providing personal care, staff prompted people to do as much as they could for themselves, helping them maintain independence. People’s care plans contained detailed information about how staff should support each individual to retain their independence, including what they could do for themselves, and the level of prompting or assistance required. Staff also supported people to access their local community when needed, which helped promote their mental well-being and reduce isolation.

There were processes in place to ensure people’s care was regularly monitored and that the outcomes of their support met their expectations. The feedback we received from people and their relatives was consistently positive. Relatives told us staff supported their family members to achieve good outcomes, including ensuring they had access to appropriate health professionals when needed. This helped people receive timely advice and contributed to their overall well-being.

People told us that the staff who supported them respected their rights and sought their consent before providing any care. One person said, “(Staff) discuss with me what they are going to do before providing any care.” Another person told us staff were led by their wishes, saying, “They do what I want them to do.”

Staff we spoke with demonstrated a good understanding of people’s rights and how to respond if a person refused care. They explained they would record the refusal, inform the office so other visiting staff were aware, and, if refusals continued, discuss any concerns with the person’s family. This helped ensure people’s choices were respected while also promoting their safety and well-being.