Sunlight Care Sutton

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 service since registration in July 2025. 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 support choices, and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People received person-centred care and support from staff, focussed on their individual needs. A staff member told us, “I respect people’s preferences regarding food, drinks, clothing and daily routines. I motivate them to make their own choices and support their independence wherever possible.”

Managers routinely sought feedback from people to ensure the care and support provided met their needs. When changes to planned care were required, these were made promptly, and staff were updated with the most current information about people and their needs.

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 had diverse individual needs, and the provider ensured that care and support were planned and delivered in line with these. Staff understood people’s needs and tailored their support accordingly. A staff member told us, “I treat everyone with kindness, patience and respect. I do not discriminate against anyone, and I respect their culture, beliefs, privacy and personal choices.”

Staff worked with healthcare professionals, where required, to promote joined-up and consistent support. A healthcare professional said, “All support staff and the management are willing to work collaboratively, and the staff are matched according to the service users. In my experience, they use a strength-based approach and are person-centred.”

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

People’s communication needs were assessed and recorded in their care records. Staff understood people’s communication needs and provided information in a way people could understand.

Information was available to people in accessible formats if this was required, for example, easy read, large print, audio, braille, accessible electronic formats, pictures/symbols, communication boards and visual aids.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People were comfortable providing feedback, raising concerns, or making complaints when necessary. Most people told us they had not needed to make a complaint about the service. However, 1 relative described to us their experience of not receiving a response to concerns about poor-quality care their family member had received. We raised this with managers, who told us they would investigate the relative’s concerns and take action to resolve the issues raised.

Arrangements were in place to investigate formal complaints about the service. The provider had a clear complaints procedure that explained how concerns would be managed and what people could do if they were unhappy with the response.

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

People’s feedback indicated they received care and support when they needed it, from a regular team of staff wherever possible. Staff responded to people’s requests for changes to their planned care and support and communicated these to managers. A staff member told us, “Before each visit, I read the care plan to understand the person’s needs and preferences. If I have any questions or notice that additional support is required, I discuss this with the office.”

Managers reviewed people’s needs to ensure their care and support continued to reflect their choices and preferences, including when and how they wanted support to be provided.

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’s records contained information about their diverse, individual needs, including those relating to their protected characteristics. Protected characteristics are characteristics protected by law to help prevent discrimination. People’s care and support had been planned to meet their individual needs.

Staff received equality and diversity training to help them promote fair and equitable treatment. A staff member told us, “I do not judge anyone because of their background, personality or circumstances. Everyone deserves the same level of respect, kindness and care.”

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.

Arrangements were in place to obtain information about people’s individual needs and in particular their wishes for the support they wanted to receive at the end of their life. This helped to ensure people’s wishes and choices would be respected at the appropriate time.