SSG 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.

People received care which was person centred. Staff knew people and their needs well. Staff had completed training in person centred care and had an awareness of what this meant.

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.

The service was flexible around people’s needs. For example, the service increased one person's visits for a 3-week period whilst the person’s relative was away on holiday. There was a small staff team which meant there was continuity of care. Staff had a good understanding of the health and care needs of the people they supported.

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

People had access to important information about the service, including details about how to complain and raise a safeguarding. These documents were amended to easy reads where required.

People had clear information about their communication needs recorded within their care and support plans. Staff had received training in communication methods.

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.

Relatives told us they knew how to complain. One relative said they, “Would feel comfortable raising concerns”. People were given copies of the complaints policy which included details about the procedure and contact details of other professional bodies such as the local authority and CQC.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The service supported people to access external care and support where needed, such as healthcare professionals. For example, staff said they would prompt people to call the district nurse team when they thought this may be needed. The manager told us they made sure people did not face any barriers to their care. The manager commented, “During the initial assessment we identify their needs, we make them realise they are valued and are included in their care. We make communication and cultural adaptions based on their needs.”

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.

Staff had a good understanding of equality, diversity and inclusion and had completed training. There was a policy which listed the protected characteristics, key legislation, and key principles. The manager said, “We talk about this in meetings.” People did not raise any concerns about discrimination.

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.

Staff had completed training in end-of-life care and were scheduled to complete some refresher training. People had information about whether they had a ‘Do Not Attempt Cardiopulmonary Resuscitation’ [DNACPR] in place within their care plans. The manager explained how they were supporting one person to obtain a new respect form as the previous one had been misplaced.