Smarta Services Ltd

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.

This is the first assessment for this newly registered service. This key question has been rated 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff also treated colleagues from other organisations with respect.

People told us staff were kind and caring and treated them with dignity. Comments included, “I am very happy with them and I love them all,” “They are most definitely kind and caring people,” “They are all kind and very caring, and she loves them,” and “They are all very caring and I can understand them easily.”

Care records reflected the importance of maintaining people’s dignity and respect. Staff completed training in dignity in care and spoke positively and compassionately about the people they supported.

The provider treated people as individuals and tailored care and support to meet their needs and preferences. Staff took account of people’s strengths, abilities, aspirations, culture, backgrounds and protected characteristics.

People told us staff treated them as individuals and planned their care around their needs. They said they were involved in developing their care and that the provider listened to their views and preferences. Staff and people were able to describe how care reflected people’s wishes and choices.

The provider promoted people’s independence and supported them to understand their rights and have choice and control over their care, treatment and wellbeing.

People told us they were involved in developing their care plans and were able to make choices about how their care was delivered, including what they wore and their food and drink preferences. Care plans reflected people’s strengths and abilities.

People also told us they had a choice about the staff who supported them, including the option to request male or female staff. Staff gave examples of how they encouraged people to maintain their independence and supported them to retain daily living skills wherever possible.

The provider listened to people and understood their needs, views and wishes. Staff responded promptly to people’s needs and took action to reduce any discomfort, concern or distress.

Staff demonstrated a good understanding of how to recognise changes in people’s needs and took appropriate action when these occurred. The provider updated care plans to reflect changes and shared this information with staff through an electronic system, which enabled them to access updated information and respond effectively.

The provider supported staff wellbeing and promoted a positive working environment to enable staff to deliver person-centred care.

Leaders took steps to recognise and support staff wellbeing. Staff told us they felt supported in their roles and could contact the office at any time, which operated an open-door approach. One staff member said, “I feel supported through regular supervision. I’ve had training that helps me in my role and it is kept up to date. Appraisals take place annually, which helps me review my progress.”

The provider told us they valued staff through ongoing training, support and recognition. This included creating a positive working environment, celebrating staff achievements, marking birthdays and recognising staff contributions in supporting people who use the service and their colleagues.