SDR Care Services Head Office

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• 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.

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

Good: This meant people’s needs were met through good organisation and delivery.

This service scored 89 (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 was exceptional at making sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. The individuals supported had complex needs, and staff demonstrated the skills and understanding necessary to provide personalised care that appropriately met those needs. This was collaborated by positive feedback from relatives. People had specific communication needs and staff were able to effectively communicate with people and in a way that suited them such as object of reference. Staff demonstrated a clear understanding of how to support people experiencing distress or anxiety. For example one person loves nursery rhymes so staff would sing to them if they were distressed. They offered reassurance and adapted their communication to meet each persons needs. Staff knew how to recognise signs that someone might be about to have a seizure and how to deliver the support they needed. The registered manager told us, “We can ensure we are delivering high-quality, person-centred care that supports individuals to live fulfilling lives.” One relative told us, “As far as I'm concerned, he is in the best place he's ever been in.” One health care professional told us, “I reviewed the care plans in place at SDR Care, which were highly comprehensive and clearly tailored to meet the specific needs of each individual. These plans addressed all aspects of care and demonstrated a person-centred approach." Another healthcare professional told us, "An example of person-centred care would be that the individual I assessed requires carefully structured routines, and the care plan is clearly designed to reflect this need. Community access is recognised as an integral component of the individual's daily structure and is incorporated into their routine."

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

There was excellent continuity of care, people received the right care and treatment when they needed it, and people were supported to access the community and attend appointments when needed. The management team had important conversations about planning for the future with people and their relatives. The registered manager told us, “We utilise positive behaviour support strategies that focus on understanding the reasons behind challenging situations, recognising that many behaviours are a result of distress due to an unmet need. This promotes a positive culture and practice that focuses on prevention, de-escalation, and reflective practice. We have recently trained two of our staff to become Crisis Prevention Institute (CPI )instructors who will soon be rolling out this training across the company.” Relatives and community health care professionals told us, since people had settled into their new home with their new care team, they had noticed a considerable difference in their behaviour, confidence and staff had built repour with them. Health care professionals told us the exceptional efforts the service made to provide high quality care. One community health care professional told us, "The true testimony of success has been the family now being able to go on holiday and not feeling anxious at all times, concerned for his welfare. The trust and confidence already shown in [Name] new staff team is evident and they show to be caring, responsive and effective in how they approach and meet their complex needs.” Another health care professional told us, "Since my visit, the SDR team have been consistently responsive and proactive in addressing all requests I have made."

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had a communication passport, this included information about how people liked/were able to communicate. Easy read policies and procedures were in place for people along with tenancy agreements, equality and diversity and care passports. Relatives and health care professionals told us that the service was consistent in providing information when they needed.

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 told them what had changed as a result. The registered manager told us how they had a family messaging service where they would send regular updates via this. For example, details and pictures of days out and health updates. The service sent out surveys to gather information from relatives. Relatives told us they felt included in decisions and care planning.

The provider was exceptional at ensuring people could access the care, support and treatment they needed when they needed it. The service worked with multiple community health care professionals to ensure people could access the care they needed. Some people would find it difficult to attend appointments in a busy medical setting and the service devoted time to utilise alternative options such as community dentists and opticians to enable people to still have the support they needed. Due to the complexity of one individual needs the service recruited a clinical team leader to provide effective and efficient oversite of their care. Relatives told us how they were confident and felt at ease with the care and support that was provided, some people had face barriers in previous care settings and relatives described this new support as a relief. One community health care professional told us, " [Name] is supported to make independent decisions through choices offered to him and using his communication plan with which staff are well-versed and refer to if and when needed to ensure he is understood." The register manager told us, “We ensure individuals have access to the community and opportunities to participate in meaningful activities. Supporting individuals with complex needs means that building on their opportunities and skills can be a slow process as it is vital that we go at their pace, whilst planning and risk assessing any new opportunities.”

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this. Staff and the management team understood the potential barriers people faced and worked hard to ensure everyone had equal opportunities. Some people’s complex needs could have been a potential barrier to achieving positive outcomes, but the service worked hard to find alternative options that were suitable and appropriate for them. For example, some people would find busy settings distressing, or it could pose certain risks, the staff researched to find enclosed or secluded areas to ensure that people were still able to get out daily which was important to them and their mental well-being. People’s homes were adapted to support people in enjoying daily activities such as water stations in the garden and sensory play with pasta and rice. One community health care professional told us, "I cannot express enough what a joy it has been to see [Name] flourish in his new home, surrounded by carers who are dedicated to him and overseen, by a manager who is responsive and knowledgeable." Another community health care professional told us, "I have also observed how responsive the team is when [Name] is having a not well day, offering him activities and intensive interaction whilst relaxing in bed. "One relative told us," The staff, the fact they listen, want to learn, staff wanted to get to know him before he moved in. Staff are trying really hard, and it's appreciated. The agency is trying to be fussy with who they take on to make sure they have the right ethos."

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. No one receiving support from the service, was receiving end of life care. However, some people had information about how they would like to be supported if they became unwell. People had Recommended Summary Plans for Emergency Care and Treatment, (ReSPECT) in place. A ReSPECT form is a document that outlines a person's preferences for their clinical care in emergency situations where they are unable to make decisions or express their wishes. Relatives and GPs were involved in completing these documents.