SentriCare

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 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 provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. People received care from staff who were kind and caring. Relatives spoke highly of the staff team and their approach. A relative told us, “The staff are polite, caring and just wonderful and we love them all.” Another relative told us, “The staff do seem to have a lot of patience and empathy, and we are very happy with the care they are providing.” Whilst another relative told us, “[Person’s name] enjoys them coming because they talk about things they have in common and it breaks the day up.” The registered manager told us they received lots of positive compliments about the approach from staff and they always ensured these were logged and shared with staff. We saw people had shared numerous compliments about the caring nature of staff which included, “[Staff members name] is kind, caring, and respectful, and that they look after me extremely well, making me feel supported and valued during the visits.” and, “The staff are very good with [person’s name] and treat them with respect and are kind.”

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. People and their relatives told us they felt they were treated as individuals. When asked a relative said, “Yes, I do. My relation has a good relationship with the carers”. Staff told us they had detailed information about people in care plans to enable them to provide support and they knew people well and could describe their preferences.The registered manager told us, “We ensure care plans include information for staff about people’s cultural needs for example with their meals, personal care and communication needs are also assessed.” We saw people’s care plans were specific and they participated in creating the care plan and review process to ensure it met their needs and preferences. Care plans included information about people’s history, background and preferences.

The provider 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 maintain their independence. Relatives confirmed that people were supported in a way which enabled them to retain their independence. A relative told us, “The staff are conscious to allow [person’s name] time to do some things independently.” Staff shared examples of how they supported people to maintain their independence and have choice and control over their lives including managing aspects of their personal care and making decisions about food and clothing choices. Care plans were detailed to give staff guidance on people’s preferences, the support they needed and the things they were able to do for themselves.

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. Relatives told us the service was responsive and accommodated their requests for changes and support. A relative told us, “They have been quite accommodating and flexible in order to send us regular, experienced staff who we have built up a relationship with.” Staff told us they were able to adjust things to meet people’s needs, and we saw examples of these adjustments in people’s care records. Where needed, call times were adjusted to meet people’s needs.

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 they had systems in place to support staff wellbeing. There were supervisions, training and regular meetings for staff to get support. Staff confirmed they felt well supported in their role and were happy working for the provider. A staff member told us, “The registered managers are approachable, if we request a day off for emergency they will support with this. I would be comfortable to raise any concerns with the registered manager. Everything is fine, nothing to complain about. It is good here.”