Serene Healthcare 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 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People’s relatives spoke positively about staff. One relative told us, “I would definitely describe staff as kind and caring. It’s the little things they do, obviously they charge for the care, but if they do extra things, they don’t charge for these - like popping into the surgery.” Staff gave us examples of how they supported people with kindness and compassion. One staff member said, “Addressing our clients how they like to be addressed, listening to their needs and concerns, respecting their wishes for example what they want to eat and drink, asking for their opinions in the care I am providing, letting them choose what they want to do.” People’s care plans informed staff that people’s privacy and dignity should always be maintained.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. There was information in people’s care and support plans about their likes, dislikes, religion and routines. This included smaller details about how they liked their personal care to be carried out. Staff knew people and their preferences well. One staff member said, “The care plan has the background and history of our clients including their family, religion and hobbies. This helps me

understand their wishes and likes and to respect this.” People’s relatives confirmed staff supported people to maintain their hobbies and interests. For example, they told us people enjoyed visiting a local garden centre for lunch and staff supported with this. The relative also said staff supported the person to practise their religion when they wished to.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People’s care plans guided staff to ensure choices were offered to people and to promote independence where possible. For example, one care plan stated that a person was able to carry out some personal care tasks independently but required some support with others. People’s relatives confirmed staff offered choices and encouraged independence. A staff member told us, “I support my clients to do what they like and wish, for example by asking what food and drinks they wish to have. I also encourage them to do what they like, like for example talking to family by helping them make calls, get Friday fish and chips which they enjoy.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People’s relatives confirmed staff acted without delay when people required medical help. Staff told us they knew people well and were able to respond to their needs. One staff member said, “BecauseI have only two clients and do live-in, I have come to know my clientsvery well. I can tell when they are uncomfortableor when they wish to have for example a cup of tea, or when they are tired. I then support them in this if they so wish.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff told us they felt well supported by leaders and raised no concerns. One staff member told us, “I have many meetings and conversation withboth themanager and the director about the clients and myself. They supportme well,for example I wished to have a break forChristmas, and they madearrangementsfor this.” Leaders told us they supported staff by regularly communicating with them, and supporting them to have a 3 hour break each day. The manager said, “I am on-call 24/7. Staff can call me anytime. We reassure staff we want them to enjoy their work. We want staff to feel empowered to talk to us. They can get in touch with us easily, they have all our numbers.”