Santhem 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

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.

People received person-centred care that reflected their individual needs, preferences and choices. Staff described tailoring care around the person, with one explaining “person centred care revolves around the person and their choices,” and how they supported people to shape their own routines.

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. Staff described working closely as a team and sharing information to maintain continuity, with one explaining they “work collaboratively with my colleagues… keeping the manager up to date on any concerns, needs or changes,” enabling timely adjustments to care. There was evidence of coordination with healthcare professionals where required, helping to support consistent care delivery.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff described supporting people to understand information by adapting communication, such as “providing short clear sentences” or reading information aloud where required, ensuring accessibility. The person using the service confirmed they were able to access their care information and stated their care plan was kept in their apartment, supporting transparency and involvement in their care.

The provider made it easy for people to share their views and be involved in their care. Systems such as annual surveys and accessible complaints information were in place. The person using the service confirmed they had been “asked to complete feedback… anonymously,” and that they were “not frightened to raise any concerns” and knew how to complain.

Staff described good communication and a culture where feedback could be shared with managers to support improvements. The registered manager explained they regularly spoke with people and carried out six‑monthly reviews to gather feedback. Overall, people’s voices were actively sought and contributed to how care was delivered.

The provider worked to ensure the person could access the care, support and treatment they needed in a timely and equitable way. Care was planned flexibly around the person’s needs and preferences, with staff supporting access to services and providing assistance where required. The person confirmed their needs were met and they received care when needed, indicating access to support was generally reliable.

Staff and leaders listened to information about people who may be at risk of inequality in their experiences or outcomes and tailored care in response. The provider considered people’s individual experiences and aimed to ensure care was fair and responsive, with staff describing how they “treat everyone the same” while adapting support to meet individual needs. Staff also observed changes in people’s wellbeing and reported these, so care could be adjusted accordingly.

The provider supported the person to plan for the future, including important life changes and end‑of‑life preferences, where appropriate. The care plan reviewed included information about the person’s wishes and choices, helping staff to understand what mattered most and deliver care in line with these preferences. Support was adapted as needs changed; for example, care had reduced from four calls a day to one call, reflecting increased independence and effective planning.