Samfos Health - Merton

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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People and their relatives consistently described staff as caring, respectful and professional in their approach. One relative told us, “The care workers go above and beyond… They are professional and treat [their family member] with respect.” Others said, “They are patient, and very polite” and “The regular care staff are very friendly and knowledgeable.” People felt comfortable with staff and described positive relationships, with one saying staff “feel like family to us.”

The provider treated people as individuals and made sure people’s care and support met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The provider delivered care that reflected people’s preferences, values and needs. People and relatives told us care was personalised and developed in partnership with them. Staff considered people’s cultural and religious needs, including respectful greetings and understanding traditions. People and their families felt involved and informed about care, supporting a personalised and inclusive approach.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care and wellbeing.

People were encouraged to express preferences about how they were supported, including the gender of care staff and how care was delivered. One relative told us their family member preferred male care workers, and this was respected, resulting in positive interactions with staff. Another explained that language preferences were met by providing a Bengali-speaking care worker, which helped the person feel comfortable and supported.

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.

Staff were responsive to requests and attentive to individual needs, including adapting support to meet communication and personal care preferences. People and relatives told us staff were proactive and responsive, with one stating, “The care workers are very proactive, caring, and helpful.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care.

Staff felt supported in their role and that their wellbeing was promoted by the management team, including supporting a work life balance and giving protected time to practice their faith and celebrate religious holidays.