SentriCare

On this page

• 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.At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

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 made 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. People received care which was person-centred and any changes to their needs were reviewed and addressed. A relative told us, “The staff always listen to any concerns or suggestions I have and will discuss ideas and what the company can support us with.” Another relative told us, “They know how to get the most out of [person’s name] and recognise the importance of doing things in a regular way and having a routine.” Staff understood people’s specific needs and preferences and could describe how they spent time getting to know people and learning about their routines. Care plans gave detailed information for staff on people’s individual needs and preferences. Staff confirmed they used this guidance to provide people’s care and support.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.The registered manager told us, there were systems in place to ensure they worked with other health professionals to provide care to meet people’s needs. We saw the systems in place to monitor people’s care and support needs and review care plans ensured people received consistent care and support.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had their communication needs assessed, and plans were put in place to meet these needs. Staff were aware of the way people needed to be communicated with and used the care plans in place to guide them. Care plans gave information on how people wished to be communicated with and where needed the registered manager confirmed they were able to provide information in other formats.

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. People were able to raise any concerns and share their feedback about the service. A relative told us, “I have never had to complain, and any small issues or changes are managed by the staff themselves, they are very good at listening and adapting.” There was a complaints log in place, and all concerns were reviewed and any learning was shared with staff. The registered manager had a policy in place which ensured all complaints were responded to and learning was shared with staff.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were able to access support which was designed to meet their individual needs and preferences. Care plans considered people’s individual religious and cultural needs and offered guidance to staff. Staff understood individual needs and preferences and were able to describe these. For example, they told us about people’s individual dietary preferences based on their culture and religion.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The provider had an equality and diversity policy in place. Staff had received equality and diversity training and told us they valued the diverse workforce. The provider was aware of inequalities people may experience and worked to remove these. For example, they were able to provide staff who shared the same first language as the people they supported to enhance their experience of care.

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.The registered manager told us people had considered their future wishes and where required there were end of life care plans in place. Staff had received training and guidance in this area and could describe the actions they would take to support people. We saw end of life care plans were in place where needed, and these gave staff the information they needed to support people effectively and understand their wishes and preferences.