Serene Healthcare 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 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 had information in their care plans to support the delivery of person-centred care. Staff told us they followed this information to ensure people received this. For example, one staff member said, “I talk to my clients in an open way and respect their history, upbringing and preferences. For example, they are [religion] and I make sure I respect this. I respect the choices that my clients make, be it food and drink, what they want to wear, personal care choices.”

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 supported people to access the community where they wished to do so and facilitated any appointments. The service ensured continuity of care by implementing effective handovers between staff. We saw the service was flexible with delivering care and support where people’s needs changed following an accident.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Leaders were able to tell us how they met the Accessible Information Standard. People had information in their care plans about how to communicate with them. Staff told us they had access to this information and were able to describe how they met people’s communication needs.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. There was no formal process for leaders to seek feedback from people using the service at the time of the inspection. However, the manager told us they were at the service for 3 hours daily and sought this feedback informally. People’s relatives told us they were confident people were happy with their care as they were also in daily contact. Leaders told us they would document this going forward. There was a complaints policy which outlined procedures, and relatives told us people had access to this and knew how to complain.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The service supported people to attend healthcare appointments and access emergency medical care where needed. People’s relatives confirmed this. Records demonstrated staff acted promptly following any signs of concern. Staff told us people’s home had equipment to make it more accessible.

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. Staff had completed training in equality, diversity and inclusion and knew about different protected characteristics. There was an equality, diversity and inclusion policy in place. Staff were able to demonstrate how they ensured people were not discriminated against.

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. People had ‘Do not attempt cardiopulmonary resuscitation’ (DNACPR) decisions recorded within their care plans and this information was easily accessible and outcomes recorded where appropriate. Leaders informed us they checked staff’s knowledge around this. Staff had not yet received training for end-of-life care; however, leaders told us they would arrange this if the need arose.