Smarta Services Ltd

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 placed people at the centre of their care and treatment and worked in partnership with them to respond to changes in their needs.

People and their relatives told us they were involved in planning care. Staff reviewed care plans regularly to ensure information remained up to date and reflected people’s needs. The provider shared examples of how they tailored care to meet individual preferences.

Staff spoke positively about the people they supported. One staff member said, “I support people in a person-centred way by focusing on their individual needs, preferences and choices rather than doing things the same way for everyone. For example, one person prefers their morning routine to follow a specific order; washing first, then breakfast, then medication. I respect this routine because it helps them feel comfortable and in control of their day.”

The provider understood the diverse health and care needs of people and their local communities and delivered care that was joined-up, flexible and promoted choice and continuity.

The provider communicated effectively with health and social care professionals. This enabled staff to respond promptly to requested changes in people’s care and ensured care remained coordinated.

The provider ensured information was accurate, up to date and provided in formats that met people’s individual needs.

Care plans reflected people’s physical, mental and emotional needs. Staff told us they could access clear information about people’s communication needs and understood how to support people to express themselves effectively. People received information in a way that met their needs.

The provider made it easy for people to provide feedback, share ideas and raise complaints about their care, treatment and support. Staff involved people in decisions about their care and informed them of any changes made as a result.

The provider had a complaints policy and procedure in place. Records showed the provider responded to complaints in line with this policy, and people told us they were satisfied with the outcomes. The provider described recent complaints, including concerns about staff arriving late to visits. They explained delays sometimes occurred due to factors such as traffic, previous visit issues, accidents or vehicle breakdowns. The provider told us they reminded staff of the importance of maintaining communication, including informing people if they were running late and contacting the office. Office staff could then arrange cover where needed to reduce the impact on people.

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

The provider had equality and diversity policies in place, and staff completed relevant training. This helped staff understand potential barriers people may face when accessing care and how to support them effectively. As a result, people accessed care in a way that promoted equality and protected their rights.

The provider told us staff completed training in equality, diversity and inclusion (EDI), including topics such as the Equality Act 2010, unconscious bias and anti-discrimination.

Staff and leaders listened to information about people who may be at risk of inequality in their experience or outcomes and adapted care and support to meet their needs.

Staff treated people equally and without discrimination. Care plans included information about people’s protected characteristics and outlined how staff should ensure these did not create barriers to fair and equitable care.

The provider told us they promoted non-discriminatory practice by following clear and objective processes, regularly reviewing policies and fostering an inclusive and supportive working environment.

The provider supported people to plan for important life changes so they could make informed decisions about their future, including at the end of their life.

At the time of the inspection, no one was receiving end-of-life care. The provider told us that if people required end-of-life support, staff would provide care in line with their wishes. Staff had access to training to support them in delivering end-of-life care.