SDR Care Services Head Office

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.

This is the first assessment for this service. This key question has been rated good.

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 knew people well, their likes, dislikes and interests and how to support them when they required support. One relative told us, "They try so hard to make things work. [Name ] is so much happier and now laughs and smiles.” Another community health care professional told us, "Staff engage with [Name] with intensive interaction and seem to have developed strong and trusting relationships with [Name]."

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. The service tailored the care and support to people’s individual needs. The registered manager met people and from this designed the care and support that would be suitable for them. Staff were recruited based on the persons characteristics, values and preferences. People’s daily activities and trips were researched to maximise enjoyment for the person. For example, a monthly trip to a cycling track which they had exclusively to themselves as they could become distressed in busy environments. There were adapted bikes and staff on hand to support people. One health care professional told us, "I have been very impressed by this service from its inception, the staff team are enthusiastic, well-informed, proactive and eager for any advice and input available to them.”

Staff have been very accepting and welcoming of myself and other members of our learning disability health service and guidance has been immediately and carefully implemented with oversight from a dedicated and resourceful manager." One relative told us, “SDR were the only ones who listened, asked what he was like, his character and what his needs were.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care plans were detailed to ensure that whilst some people might not be able to express their needs and wishes, staff could gather this information from their care plans and be able to build a rapport with people. People went out daily if they were able and this was to places they chose and enjoyed. The registered manager told us, “We ensure we provide a respectful environment, creating a culture of respect, dignity and inclusion where individuals feel valued and empowered. This starts with our values-based recruitment and ensuring we employ the right people with the same values as us. We provide the staff with a minimum two-week induction (this can be extended if the staff member is not quite confident or competent and needs a little more time). We provide the staff with the training and support they need to deliver person centred support.”

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 were available throughout the day and night, and daily care records were viewed and people had specific support when needed for medical needs such as seizures. One relative told us, “They're very responsive, they've had the paramedics out for him if needed and always update us.”

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 told us how they promoted staff well-being and gave examples such as, staff had access to a well-being platform with health care benefits, there were care awards nominations and staff appreciation prizes such as meals out and gift vouchers. Staff told us, "Everything I need has been provided, lots of training and it's ongoing. I can easily approach the management, and they give good support."