SCA Care

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 service 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 75 (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 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 were kind, respectful and compassionate and this had a positive impact. One person said, “I like having a bit of banter with the staff, I enjoy them being here.” Feedback from external health and social care professionals was consistently positive and no concerns were raised.

The service 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. People and relatives felt valued and listened to. Staff tailored their approach to make sure their care was person-centred and had regard to people’s cultural backgrounds and beliefs. Policies reflected this and people and families experienced this. The registered manager maintained comprehensive oversight of care packages to ensure care was delivered in line with these aims.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to make choices; their independence was promoted, and they were supported to make decisions about how their care needs were met. Systems and processes were in place and staff understood people had the right to have choice and control over how their care needs were met. People confirmed they were involved in decisions about their care. Care plans contained pertinent information about people’s needs and preferences to enable staff to provide appropriate care.

Whilst people told us they were satisfied with the care and support provided, some relatives and people expressed concerns about the timings of their care visits. Comments included, “We should have 2-1 care, but I am finding that often one of the carers isn’t there, which is concerning “and “I have to contact the office every day to check on who is coming for the evening call”. People also told us they would appreciate more information about who will be delivering their care. The provider had recruited additional members of staff resulting from a restructure. Relatives and people told us the company was progressing in the right direction and improvements were being made. The registered manager commented, “This was also identified in our recent customer survey, and I am confident that the measures we are taking will continue to improve this.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff felt well supported. They felt included and part of the team from the outset, and received a consistent induction, which prepared them for the role. The provider had a range of policies and procedures in place to ensure staff wellbeing was considered. A member of staff said, “There have been times where I have been pretty stressed and frustrated, but the management team have really helped me on a personal level.”