SureCare Gateshead Also known as Tyne and Wear Care Services Ltd

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 newly registered service. 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. Care plans were detailed and highly personalised with information about what mattered to people, including their wishes to remain at home, important relationships, and preferred routines. People confirmed they received person-centred care. A relative said, “They are really good with [family member]. Everything seems to be fine. I am just happy with everything.”

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’s care plans reflected the wider support family members, professionals and other carers provided.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans described people’s preferred communication requirements. The provider was aware of the Accessible Information Standard and could make information available in different formats if people needed this.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People and relatives said they felt listened to. A relative said, “I have not raised any concerns as I have not had reason to. I know who to contact and I would trust [them].” There were opportunities for people and relatives to give feedback, such as through monthly individual ‘service user quality assurance checks’.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Trained staff operated a 24-hour on-call system so people and staff could access advice and support anytime.

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 and relatives described positive outcomes from the care provided, including improved quality of life. A person said, “My carers are personally invested in my wellbeing.”

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. Care plans and reviews described people’s longer-term wishes, including remaining at home and maintaining relationships.