Samfos Health - Merton

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 choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The provider ensured people were at the centre of their care and treatment choices and worked with them to plan support that met their needs and preferences. People and their relatives told us care was personalised and based on what mattered to them.

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 provider ensured care and support was coordinated and delivered in a way that met people’s needs. People and relatives described a service where care was delivered regularly and met expected needs. Staff worked with other health and social care professionals to provide coordinated, integrated care. Partner agencies told us staff took on board their advice and worked well with them to meet people’s needs.

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

The provider shared information with people in a way that supported their understanding and involvement in their care. People and families told us they were kept informed about their relatives’ care and felt able to understand what support was being provided. Relatives were also able to access the electronic care records system so they could review what support was provided to their family member.

The provider made it easy for people to share feedback and ideas or raise complaints about their care and support. Staff involved people in decisions about their care and told them what had changed as a result.

People and relatives told us they felt involved and that their views were taken into account. People felt confident raising concerns and requests and felt able to speak openly with care workers and the management team.

The provider made sure that people could access the care and support they needed when they needed it.

The provider ensured people could access care in a way that met their individual needs and preferences. The service demonstrated flexibility in responding to people’s specific requirements, including cultural, gender and communication 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 and support in response to this.

People told us staff treated them with kindness and respect and took account of their cultural backgrounds and preferences. Feedback confirmed staff were respectful of people’s cultures and traditions and adapted care accordingly.

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.

The provider worked with people to plan for future care and support. Evidence showed people and families were involved in developing care plans, which helped ensure support reflected their needs and preferences over time. There were examples of people engaging with the service about ongoing or future care arrangements, including expressing a desire to continue support beyond initial arrangements.