Santa Care

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

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.

Staff provided personalised support that reflected each person’s needs, interests, and goals.

People were encouraged to take part in activities they enjoyed both inside and outside the home, helping them build confidence, social connections, and a sense of purpose. Staff listened closely to what individuals wanted and adapted care accordingly, from quick response when someone’s memory changed, or people’s routines adjusted to match people’s likes and dislikes. People were actively involved in shaping their support, with regular conversations and reviews to ensure care remained relevant and to help people feel empowered.

One person said staff always listened to what they needed and tried to help, showing that support went beyond routine tasks. This approach helped people feel valued and motivated to do more for themselves, at their own pace. On the day of our visit, a person chose to have their nails done and seemed pleased with them. Another person indicated they enjoyed visiting the library, smiling and signing ‘book’ when it was mentioned.
 

Management and staff took time to understand each person’s needs and worked together to provide flexible support that respected people’s choices.

The manager worked with social workers and healthcare professionals to provide responsive care. Care reviews were held regularly, and staff shared clear, detailed information to support outside professionals when needed. Staff acted quickly when they noticed changes in someone’s health, like memory loss, and made sure they got the right medical support.

Staff supported people to stay healthy and connected by helping them to get to appointments and encouraging them to take part in outings, local events, and everyday life to feel included.

One relative, reflecting on how well their loved one had settled into the service, told a social worker, “[The person] is very settled at Santa Care,” expressing how important the consistency and stability of their current environment was.

The manager made sure people had easy access to clear information about their care and procedures, using formats that suited their individual needs. People were kept informed about any changes that affected them, such as new medication guidelines or updated risk assessments.

Staff were regularly updated through meetings and written communications. Important procedures, like cleaning schedules and medication guidelines, were documented and available.

A staff member said, "We always know where to find the latest policies and updates." Staff worked to ensure that people were not just informed, but also actively included in decisions that affected their care, striving to create a more inclusive and empowering environment.

The manager encouraged people to share feedback, ideas, and raise concerns about their care and support. Staff actively involved people in decisions that affected their lives, making sure their opinions were valued and acted upon. People were asked for their input before any changes were made. Feedback was gathered through informal chats and care plan reviews, with staff listening to individual preferences to shape the care provided. The manager held meetings to discuss improvements and ensure people felt included in the process. A person we spoke to said, "They always listen to what I need and try to help."

The manager made sure people could access the care and support they needed when they needed it.

Care plans were updated regularly to ensure timely support for changing needs. People had access to healthcare services, with staff arranging medical appointments, such as contacting GPs when health concerns arose. The staff also encouraged interests to support people's social and emotional well-being.

Staff ensured people could get involved with community events. Additionally, staff communication logs showed regular engagement with healthcare professionals to support people’s medical and personal care requirements.

People received care and support that was fair, inclusive, and tailored to their individual needs. Staff understood the importance of equity and actively worked to ensure that everyone had positive experiences and outcomes, regardless of background, ability, or health needs.

Care plans reflected people’s personal preferences, risks, and support requirements. These were regularly reviewed and updated, demonstrating the service’s commitment to meeting changing needs fairly. Staff made reasonable adjustments where needed and understood how people’s protected characteristics under the Equality Act could affect their care experience.

For example, a social worker highlighted how staff responded swiftly when a person’s health changed. Staff arranged medical assessments, updated the care plan, and ensured additional support was in place. This showed the service’s proactive approach to addressing health inequalities and delivering consistent care.

Staff had been trained to recognise signs of mental health deterioration and acted promptly to arrange support, ensuring no one was left without help. This was particularly important for people who may struggle to express distress clearly.

There was evidence that staff listened to people’s views and acted on feedback. They advocated for people where needed, working to reduce barriers to inclusion and supporting people to feel heard, respected, and valued within the service and the wider community.

The home ensured people’s future needs, including end-of-life care, were considered and planned for with sensitivity and respect for their wishes.

Care plans included people’s preferences for long-term care, with specific records noting end-of-life wishes where appropriate. For example, a person had expressed a desire to remain in the care home, and this was documented to ensure staff could support this choice when the time came. Risk assessments considered potential future health deterioration, which ensured proactive care planning.

Medical appointments were consistently logged, which allowed staff to monitor conditions that could impact future care needs. The staff worked with healthcare professionals, including GPs, to respond to people’s changing conditions, such as mental health concerns and diabetes management. Staff were trained to spot early signs of health changes so they could give the right support quickly if people’s needs changed.

The manager said, "We’re always looking ahead to make improvements for staff and residents."