Care Quality Services 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. 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. People spoke positively about staff and said they had a good relationship with them. One person told us, “They’re very nice. They treat me very well, I’m very happy.”

Staff treated colleagues from other organisations with kindness and respect. Professionals made positive comments about working with staff at the service. One professional told us “The staff I have encountered have been kind and caring towards our clients”.

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. For example, we were made aware of one person whose specific religious needs were met in the delivery of their care as per their wishes.

People’s care plans reflected their preferences, for example, people’s nutritional needs and their preferred schedules. People told us their care met their wishes. One person told us, “They do exactly what I ask them.”

Staff told us they prioritised people’s wishes in the delivery of their care. One care worker told us, “Doing what people want is a priority for us.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The provider confirmed they prioritised people’s independent living skills and their personal goals when planning and delivering people’s care. The registered manager told us, “We believe in helping people gain their independence by focusing on what they are capable of, rather than what they might struggle with. Our goal is to encourage choice, build confidence, and support self-determination in their everyday lives.”

Care plans reflected people’s goals in maintaining their independence and staff told us they supported people to achieve these.

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. We identified an example of a staff member responding to a person’s needs quickly. They acted in the moment to reassure the person and informed all parties, including their family about the situation.

Staff demonstrated a commitment to meeting people’s immediate needs in accordance with their wishes. One care worker told us “We make sure that we listen to people and respond to things that they need straight away before we help them with longer term goals.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to deliver person-centred care. Staff told us they felt valued in their work and were supported by their manager. One staff member told us, “The manager is really kind and supportive. They take me seriously and listens to my views.”

The registered manager told us they supported staff to carry out their roles. This included providing flexible working arrangements and mental health support if this was needed. They told us they were committed to staff advancement by recognising and rewarding good practice through awards.