Samary Care Limited

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.

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

The registered manager told us the initial assessment enabled them to gain an in-depth knowledge of who people were and their needs, in terms of the care and support they required. They ensured information was regularly reviewed with people and their families, so the support matched what was wanted and needed.

A family member told us they felt the care was person centred and was what their loved one wanted. They said, “There are regular reviews. We are so happy with everything. My [relative] gets to go to the cinema. He also goes to arcades to play games, they get haircuts together, and they have lovely conversations together. It’s all very nice.”

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 had a good knowledge of local services and had worked alongside other professionals so knew about what services were available and how to access them.

People were supported to access care and treatment in a timely manner when required.

Whilst this task was largely managed by people and their families, the provider was able to manage this responsibility in ensuring people had the support they needed.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Since 2016 all organisations that provided publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.

The service identified people's information and communication needs by assessing them and recording this in their care plans for staff to be aware of how to support the person. Staff were aware of the individual needs of people and felt they had enough information to support people effectively.

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.

A complaint procedure was available for people and relatives to use if they were not happy with the service or had concerns.People and their family felt confident if they complained, they would be taken seriously.

There were a number of ways in which the provider listened to people and staff. People were given the opportunity to give their feedback through surveys and spot checks. Staff meetings and individual supervision meetings were held and gave staff an opportunity to provide feedback.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff understood people had a right to receive equal access to health and care support, regardless of any disabilities. Daily care notes were completed which gave an overview of the care people had received and captured any changes in people's health and wellbeing. This ensured all staff members were aware of any changes to people’s health conditions and helped direct them to the appropriate health care professionals such as doctors and dentists.

Staff confirmed they had received training in equality and diversity, and they had awareness of people’s protected characteristics and the requirement for all people to receive fair and equal treatment irrespective of their characteristics such as gender, disabilities and race.

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 registered manager told us people were assessed before they used the service to ensure their needs and preferences were identified and could be met. Assessments of people’s diverse needs were discussed prior to using the service. People’s care plans contained information about their individual wishes and preferences in relation to how their social, cultural and spiritual needs should be met.

The provider ensured people and their families had information about the range of services available to them and how to access them. The provider had the knowledge and experience of local services and told us if delays occurred, they knew how to step in to make sure people got the access to the services they needed.

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.

People’s care plans reflected their future wishes for care and support services. The provider routinely discussed changes with people and their families, recording people’s wishes about their care as their needs changed. When appropriate the provider ensured families, views were heard and clearly recorded in people’s plans.

The provider’s plan included the support people might want at the end of their lives. People were given the choice about what they wanted recorded and were respected if they did not want to discuss this with the provider.

The registered manager told us how they worked alongside people and their families and told us how they would be able to adapt and increase support hours to flexibly meet what was required of them.