SureCare Gateshead Also known as Tyne and Wear Care Services Ltd

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 newly registered 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Staff developed warm and trusting relationships with people and relatives, who consistently described care workers as friendly and caring. A person told us, “Oh yes, they are very nice [care staff]. I find them very friendly. I am happy with the care. There are no problems at all.”

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 and relatives told us they had regular staff who knew people well. A person said, “They treat me and the family with dignity and friendship, they know us all very well now and they are always polite and very cooperative.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff described how they encouraged people to do as much as they could for themselves. A staff member said, “I encourage service users to do as much as they can for themselves, I reassure them and praise them.” Care plans described how people should be supported to balance safety with independence.

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. A person said, “My carers go out of their way to observe changes in my condition and either react immediately or discuss solutions with [family member].”

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 leaders were accessible and responsive when they needed support or advice. A staff member told us, “I feel supported in my role because the team leaders are accessible and available to offer support whenever I need it.”