Supreme Homecare

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.

At our last assessment we rated this key question good. At this assessment the rating has remained as 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.

The provider used an electronic care management system to securely maintain care plans and records. Care plans contained detailed information about people’s preferences, interests, and support needs, and reflected their physical, mental, emotional, and social wellbeing. Records showed people had been involved in developing their care plans and had shared information about their routines, likes, dislikes, and how they wished to receive care and support. Care plans were reviewed regularly to ensure they remained accurate and reflected any changes in people’s needs. Daily records confirmed people were supported in accordance with their assessed needs and personal preferences.

Person-centred care plans provided staff with clear guidance on how people preferred to be supported. This included information about people’s backgrounds, personal histories, and specific areas of support, such as personal care, continence care, and support to access the community.

Staff demonstrated a good understanding of people’s individual needs and preferences and were able to describe how they provided care in line with people’s wishes. Staff told us care plans were clear, informative, and helped them deliver consistent support. One staff member said, “We always read the care plans; they are very helpful, accurate and support us to provide the right care for people.”

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.

Peoples’ care records were detailed and person-centred, meaning staff had access to good records to help them understand and meet people’s individual needs. People experienced co-ordinated care.

Staff training records showed staff had received training including equality, diversity and inclusion. Staff were trained in dementia care, enabling them to recognise changing needs and work confidently and compassionately with specialists to deliver consistent, high‑quality support.

A person’s relative told us how the staff were knowledgeable about their family member’s health condition and any effects this may have on people. This had supported the relatives to better understand their family member.

Staff were proactive when peoples’ needs changed and made timely referrals to professionals. This meant peoples’ needs were met effectively and promptly. External partners told us the team communicated well and followed professional advice.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The principles of Accessible Information Standards were being met ensuring people received information in accessible formats. Communication plans included information on how to communicate effectively with people and people’s preferred communication style. Staff told us that they had access to communication materials when required to communicate with people effectively and communication plans supported them.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

The provider had systems in place to enable people, those important to them, and professionals to share feedback about the home. This included formal processes such as a complaint’s procedure, face-to-face meetings, and surveys. People and relatives were encouraged to provide feedback at any time. There was a policy and procedure in place that set out the steps if people or relatives needed to make a complaint, and information on how to complain was contained within a service user guide.

Relatives we spoke with told us they knew how to raise concerns or make a complaint and felt confident to do so. They told us they would talk with staff or the manager if they had any complaints. They were aware of relative meetings they could attend. One relative told us, “I had never made a formal complaint, the provider always responded positively to comments and routine queries. I feel confident they would address any concerns appropriately.”

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

People received care and support when they needed it. The management team regularly reviewed care arrangements to ensure people continued to have access to the appropriate level of support to meet their needs. Daily care records were completed and provided an overview of the care delivered, including any changes in people’s health and wellbeing. This helped to ensure staff were informed of changes in people’s conditions and could seek support from relevant healthcare professionals, such as GPs and dentists, when required.

The management team operated an on-call system to provide emergency support and guidance outside of normal working hours. Policies and procedures were in place to promote equality, diversity, and inclusion, ensuring people’s human rights were respected and that people were supported in an environment free from discrimination.

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.

People and their relatives told us they were treated fairly, with dignity and respect, and that their rights were upheld. The service promoted equality and inclusion by recognising and responding to people’s individual needs, preferences, and circumstances. Systems were in place to identify and reduce potential inequalities, including those relating to communication, disability, and healthcare needs.

Staff had access to clear policies, procedures, training, and guidance to support inclusive and non-discriminatory practice. Regular spot checks and ongoing monitoring helped reinforce staff responsibilities and ensure people continued to receive equitable care and support. Care planning promoted fair access to services and opportunities, and staff adapted their approach to ensure people were involved, listened to, and supported in a way that met their individual needs.

The provider worked effectively with safeguarding professionals and followed safeguarding procedures appropriately, including raising alerts where necessary. Lessons learned from safeguarding incidents were shared and used to support continuous improvement and positive outcomes for people using the service.

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.

At the time of inspection no one was receiving end of life care. Staff we spoke to told us they were not currently supporting anyone on end-of-life care. The registered manager said if they supported someone with end-of-life care needs they would develop a care plan to discuss the person's wishes and would ensure staff were adequately trained.

Systems were in place to discuss end-of-life care and planning for the future, to ensure people’s needs and wishes were identified, should this be required.