Senacare Ltd - Sutton

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 service since their registration in January 2024. This key question has been rated 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 received person-centred care and support from staff, focussed on their individual needs. People’s care plans reflected their choices and preferences which helped staff deliver the care and support people wanted.

The provider routinely sought feedback from people to ensure the care and support provided met their needs. When changes to planned care were required, these were made promptly, and staff were updated with the most current information about people and their needs.

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.

People had diverse, individual needs, and the provider made sure that care and support was planned and delivered in line with these. Staff understood these needs and tailored the care and support they provided to meet these. They worked proactively with health and social care professionals so that people received coordinated and seamless support from all those involved in their care.

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

People’s communication needs were assessed and recorded in their care records. Staff understood people’s communication needs and provided information in a way people could understand. The service provided information to people in formats tailored to their needs. This included different languages, large print and Braille.

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

People were comfortable providing feedback, raising concerns, or making complaints when necessary. A person told us, “I’ve got no complaints about them. If someone was rough, I would report it. Well, I do call the office at Senacare and speak to all of them. They are all nice. They sort things out quickly for me.”

People were listened to and the provider acted on their feedback to make changes they wanted. A person said, “The [staff member] is very good indeed and she listens to you and lets you have your say. She doesn’t mind what you say. She will explain what they can do and can’t do.”

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

On the whole, people received care and support at the times of their choosing. Staff accommodated changes people wanted to the care and support planned for them.

The provider reviewed people’s needs at regular intervals to make sure care and support was provided to them when and how they wanted, in line with their choices and preferences.

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 records contained information about their individual needs including those related to their protected characteristics. These are categories people are protected from discrimination against, by law. People’s care and support had been planned to ensure these needs could be met.

Staff understood people’s right to receive care and support that met their individual needs. They received equality and diversity training to help them ensure people received fair and equal treatment. A staff member said, “I support everyone the same, without any discrimination. I respect different backgrounds, religion, culture, and choices.”

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.

Arrangements were in place to obtain information about people’s individual needs and in particular their wishes for the support they wanted to receive at the end of their life. This helped to ensure people’s wishes and choices would be respected at the appropriate time.