Sunlight Care Sutton

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 service since registration in July 2025. 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.

People spoke positively about the staff who supported them. One person told us, “They are compassionate and kind and good at their jobs.” Another person said, “They're very courteous and respectful.” A relative told us, “The carers are very caring and considerate.”

Staff were kind and caring. A staff member told us, “I treat people the way I would want my own family to be treated. I speak to people respectfully and gently, protect their dignity and do not rush them.” Another staff member said, “I treat people with respect and kindness. I listen to them and don’t rush them. I treat everyone fairly and respect their privacy and dignity.”

Managers sought feedback from people through satisfaction surveys and telephone quality monitoring calls to check that people were treated well by staff. The results of the most recent satisfaction survey, completed in July 2026, and records of recently completed quality monitoring calls showed that no concerns had been raised about how staff treated people.

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’s choices and preferences were used to plan and deliver their care and support in line with their individual needs. Staff understood the importance of treating people as individuals and provided care and support that reflected their choices and preferences. A staff member told us, “I read the person’s care plan properly, but I also listen to the person themselves. Everyone has their own preferences and the way they like things done.” Another staff member said, “I treat everyone with kindness, patience, and respect, regardless of their background, culture, religion, disability, or personal beliefs. I provide care without discrimination.”

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

People were supported to have choice and control over how their care and support was provided, which was reflected in the planning and delivery of their care.

Staff offered people choices and supported them to do as much as they were able and wished to do in relation to daily living tasks. A staff member told us, “I believe even small choices are important. I ask people what they would like, for example what they want to wear, what they would like to eat or drink and how they prefer their personal care to be done. I do not want to force my own routine on someone. I try to fit the care around their preferences as much as possible.” Another staff member said, “I always give people choice and respect their wishes. I let them decide what they want to wear, what they want to eat, and how they want their care provided, while supporting their 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.

People’s needs and wishes about how and when they received care from staff were respected and acted on. A relative told us it was important that their family member, who was living with dementia, received consistent support from the same staff. The service had arranged this to meet their family member’s needs.

Staff understood the signs, triggers and other factors that could cause people to become anxious or distressed and followed guidance on how to support them safely and reduce their distress. A staff member said, “I pay attention to [people’s] reactions and if something makes them uncomfortable, I try to adjust my approach.”

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 they felt well supported by the managers. A staff member told us, “I can contact my manager about anything I want to discuss regarding my work. The manager and duty manager are always there to help if I have a concern or need advice. I appreciate their guidance and support in providing good quality care.” Another staff member said, “I feel supported by both the manager and the office team. They are available when I need advice or want to discuss any concerns related to my work and the people I support.”

Managers used supervision meetings to identify and provide any additional support staff needed to carry out their roles effectively. A staff member told us, “I have regular supervision meetings where I can discuss my work, ask questions openly, and talk about any concerns.”