S-Rock Care 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 71 (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. A healthcare partner told us, “S‑Rock Care Services is a small newly registered provider with a broad range of care offerings and a clear management structure. Their presentation suggests a commitment to reliability and flexible support, which is why I recommend them. Every feedback to date has been positive. I feel this is due to their due diligence and person-centred care and their focus being on the needs of the client.” Staff told us they supported people in a person-centred way due to care plans containing details about people’s life and things which were important to them.

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. Leaders told us of a time where they had been flexible and accommodating to ensure they could safely support a person’s needs. They said, “We had a client whose needs grew, we worked with a multidisciplinary team and sought staff training for [health condition]. We identified everything which didn’t work with previous care providers for that person.” This was supported by feedback we received from a healthcare partner who told us the provider worked compassionately and flexibly to ensure continuity of care for a person.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had information within their care plans about their communication needs. This included information about any communication aids which were required, and how health conditions affected the way people communicated. Staff told us they communicated with people effectively. One staff member said, “We make sure that we are communicating in a way that the person understands. This may include using simple, short sentences and trying to avoid saying something which could be misunderstood. Objects, pictures and symbols, sign language, and voice output communication aids are all ways of backing up spoken language.”

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. People’s care and support was regularly reviewed so people and relatives could feedback about the care. Relatives told us leaders listened to feedback. There was a complaints policy which outlined procedures and relatives told us they were aware of these. This included clear details and contact information for how to complain and contact details for the local authority and CQC.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The service supported people to access healthcare services when needed. People’s relatives confirmed this. Staff told us people’s homes had equipment to make it more accessible as needed. One staff member said, “The service makes use of aids and reasonable adjustments, including mobility equipment, tailored care routines, and communication support, to address each person’s individual needs. In my view, the service is both accessible and inclusive for those we support. The service also works closely with the client’s family, GP, district nurses and other community support groups and information are shared with the team members.”

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. There was an equality and diversity policy which was in line with legislation and up to date. Staff understood the Equality Act and Human Rights legislation.

People were not always 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 some information within their care and support plan about end-of-life plans, however this lacked detail. For example, one person’s care plan stated their preference would be ‘at home’. There was no evidence of any further discussions or that this information would be sought later. Additionally, staff had not received training on end-of-life care. However, the service was not supporting anyone with end-of-life care at the time of inspection.