Surrey SCP

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 service involved people and treated them with compassion, kindness, dignity and respect.

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

People and relatives told us they found carers to be kind and caring. People confirmed they felt listened to. Comments included, “They're fantastic they look after me so well”, “Some of them are like having friends, they are all kind”, and “They are super good in their job. Super kind.”

Staff told us they always respected and upheld people’s dignity.

Health and social care professionals were complimentary and one professional told us, “I have maintained a positive working relationship with the service over many years and have consistently found both the carers and office staff to be kind, professional, and helpful.”

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.

People’s personal, cultural, social and religious needs were included in their care plans. Staff told us they knew people’s individual needs and preferences and treated everyone as an individual.

One staff member told us, “I have a person who is a Christian, [person] cannot eat meat on a Friday. I always read care plans to ensure that I am meeting cultural needs. I have a person who is a practicing Hindu I will adjust my call times to fit in with [person’s] prayers.” Another staff member said, “I always respect everyone's individual views and cultures. I visit a [person] that regularly attends church on Sundays. I make sure I go to [person’s] visit before they leave for church and help them get ready and have on occasion dropped them to church. I think social needs are very important when working in care I will always stop and chat with our clients about their life and how they are doing.”

The registered manager knew people well and ensured their cultural and religious needs were met. Visit times were scheduled to suit people’s preferences, routines, and religious observances.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff told us they understood how important it was to ensure people remained as independent as possible for as long as possible. A staff member told us how they supported a person to swap from eating with a fork to eating with a spoon to encourage their independence, rather than take over and start feeding them.

Staf told us how they supported people to maintain relationships that were important to them. Comments included, “I will support people to call their family and friends. I will dial the number for them. I had a person who would face time [their relative] every Wednesday but became bedbound and was unable to do so. So, every Wednesday from the person’s phone I would assist them to call [their relative]”, and “I support people to maintain contact with family and friends. This may include helping them access their telephone, reminding them about planned calls or visits, supporting them to communicate where necessary, and making sure they are comfortable when family or friends visit. I understand that these relationships are important for their emotional wellbeing.”

Care plans contained information on people’s preferences and specific needs. these were easily accessible to staff.

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.

Records showed the service regularly contacted and worked alongside health and social care professionals.The system in place operated effectively and staff confirmed they could easily raise their concerns or share feedback with the provider.

People and relatives confirmed staff responded appropriately to people’s changing needs.

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 were happy in their roles and felt supported. A staff member told us, “Management supports my wellbeing. For example, they check how I am doing, listen to any concerns, and provide help or advice when I face difficulties at work.”

The registered manager told us they have an open-door policy, and staff can come in at any time. Staff had regular supervision meetings during which they were able to discuss their wellbeing.