Senacare Ltd - Sutton

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 provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this service since their registration in January 2024. This key question has been rated 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 were treated with kindness by staff who respected their privacy and dignity. One person told us, “The carers are very good. They listen to me. They are very kind.” Another person said, “I have a carer with me now and she’s wonderful. She talks to me and she’s cheery and happy and she looks after me very well…she’s just washed me from head to toe. She was very respectful and being very careful and I can’t find any fault with her.” A staff member told us, “I speak politely, listen to people, respect their privacy and support them the way they prefer. I treat everyone like family.”

The provider obtained feedback from people at regular intervals to seek assurances they were being treated well by staff at all times.

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.

Staff understood how to treat people as individuals and provide care and support in line with their needs and preferences. A staff member told us, “I read their care plan, speak to them and their families if needed, and ask questions if I am unsure.”

The provider collaborated with health and social care professionals to make sure people’s specific needs and preferences could be met. The provider had recently worked with a local authority to obtain additional funded hours to support one person to attend their place of worship.

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

People had choice and control over how their care and support was provided. Their care plans instructed staff to seek consent, offer choice, and support them to do as much as they could and wanted to, themselves. A staff member told us, “I support people to make choices about their care and respect their preferences and routines.”

The provider reviewed people’s care plans at regular intervals to make sure these remained up to date and current about their choices for their care and support needs.

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.

The provider responded proactively when people needed additional help or support with their care and support needs. A relative, who’s family member had recently been discharged from hospital, told us, “Yesterday they restarted the tea call straight away which was very good. I am the main carer, but I do need them to help me, and it takes the pressure off me when they are here.” A person said, “I am happy with the carers that come, and they do help me. I have started to be able to do more myself. But if I feel I need more assistance I can call the office, and they will arrange for an extra carer if I need this.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff were well supported by managers. A staff member told us, “Yes, if I need help, they listen and guide me.” Another staff member said, “They provide guidance and support when needed.”

The provider used staff supervision meetings to identify and provide any additional support staff needed to carry out their roles effectively.