SureCare Sheffield

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 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’s care plans were person-centred and care was delivered in line with people’s personal preferences. A member of staff told us how they ensured the care they provided was person-centred, “I provide person-centred care by listening to individuals, respecting their preferences, encouraging independence, and adapting support to meet their specific needs while ensuring their dignity and privacy are upheld. I engage individuals in their care by considering their preferences, soliciting their choices, and including them in the planning and review of their care. This involvement is documented in their care plans and review notes to maintain a person-centred focus.”

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 provider’s training records showed member of staff received specific training relevant to the needs of the people they supported. The provider’s induction programme helped members of staff understand the people they were supporting. The provider had systems and processes in place to monitor delivered hours and maintain communication with people and their relatives regarding changing needs and funding requests. Feedback about the provider from health and care professionals was positive. One social care professional told us, "I found [the provider] to be very compassionate and members of staff would often do more than what was asked of them. The management team listen to the needs of people and also liaise with social care professionals when necessary. The provider’s communication is excellent and they always strive to support people as much as they can."

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. People received information about the service and were able to contact the provider to ask questions and request changes to the times of care calls. A relative told us about how members of staff engaged with their family member, “The communication with [family member] is good and the carers do talk to them.” Some relatives felt this could be further improved to ensure people could communicate 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. The provider had effective systems and processes to help ensure people knew how to give feedback about their care and support, including how to raise any concerns or issues. There were processes in place for the staff and management team to learn from complaints and concerns and use them as opportunities for improvement. A social care professional told us about how the provider was responsive when concerns were raised, “I have a family member contact me to say they were not happy with the cleaning of the property of their family member. I found the provider efficient, quick to respond and they were happy to meet myself, the person and their family to listen to their views and concerns. They were responsive and quick to make changes. The provider kept in contract with both me and the family and kept spot-checking the home to ensure members of staff were fulfilling their duties."

The provider made sure people could access the care, support and treatment they needed when they needed it. People’s care and support packages were continually monitored and reviewed to ensure any changes in people’s needs were responded to quickly and appropriately. A member of staff told us, “At SureCare Sheffield, I make sure everyone gets the same quality care by following policies and care plans, working in a person-centred way, recording care accurately, and following health, safety, and safeguarding guidelines."

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 provider had effective processes and systems in place to help ensure people were able to access the resources they needed and live their lives as they chose, without discrimination. A relative told us, “[Family member] looks forward to their visits. Members of staff are friendly and [family member] gets a lot out of it. [Member of staff] has even taken [family member] to football matches a couple of times.” A member of staff told us, “People are supported to access activities and the local community by being encouraged and assisted to take part in activities they enjoy, which helps promote their independence, health, wellbeing, and social connections."

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. The provider had discussions with people about their end-of-life care wishes and plans. Where people chose to share details and their wishes, the information was recorded in their care plans.