Surrey SCP

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 service met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained 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 and relatives told us staff knew people well. A relative said, “I can't speak highly enough of [staff member]. They are like one of the family now. [Person] feels so well looked after.”

Staff were passionate about delivering person centred care and told us they worked hard to ensure people had choices in their day to day lives.

Comments included, “I always take the time to get to know someone, I will follow their routine exactly as they used to do it independently”, “I encourage people to do as much as they can safely for themselves rather than automatically doing everything for them”, and “I offer choices and go at their pace. I think its important people keep their skills even if it takes longer to complete tasks.”

The service used an electronic system to record people’s needs. Care plans were person centred and daily tasks detailed to ensure staff knew how people wanted their care to be provided to them.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Feedback from health and social care professionals was positive. A professional said,“The service consistently delivers person-centred care and treats every individual with dignity and respect. They recognise that each person has unique needs and tailor their support accordingly. They regularly think creatively and "outside the box" when working with people and often contribute innovative ideas during reviews to help improve outcomes for those they support.”

Systems were in place to review people’s continuity of care.

People and relatives confirmed they saw a consistent team of staff.

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

The registered manager told us if required information could be obtained in a variety of formats in a way people could understand. For example, in braille.

People’s communication needs were assessed and detailed in their care plans.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

The provider ensured they sought people’s feedback regularly. This meant changes to care arrangements were checked on and reviewed outside of official review schedule.

The provider had a complaints process in place and an up-to-date complaints policy. Records showed complaints were responded to appropriately in a timely manner.

People and relatives confirmed they knew how to and felt comfortable to express their views.

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

Records showed people were provided with the support and intervention of health and social care professionals when required.

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's care and support records were person-centred and detailed their individual characteristics, beliefs, and preferences, helping to ensure their equality, diversity, and human rights were respected.

The provider had an up-to-date Equality, diversity and inclusion in employment policy.

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.

End-of-life care was addressed within people’s care plans. At the time of the inspection, nobody was receiving care in the last days of their life. The provider told us that if a person was approaching the end of their life, a specific end-of-life care plan would be implemented. The template was detailed and had space for information about people’s wishes, preferences, cultural and religious needs, as well as specific risk assessments to help ensure care was delivered in accordance with people’s wishes and as safely as possible.

Staff confirmed they knew where to find relevant documentation and knew how to support people in their last days.A staff member said, “I have supported people receiving end-of-life care and have completed the relevant training.”

Health and social care professional told us, “The service has provided exceptional support to individuals with complex health needs, including those receiving end-of-life care. Families have frequently shared with me how kind, compassionate, and supportive the team has been during what can be an incredibly difficult time. The service's commitment to providing high-quality, compassionate care is evident in all aspects of their work.”