Savannah Care Limited

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. At our last assessment we rated this key question good. At this assessment the rating has remained 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 person-centred care and support from staff, focussed on their individual needs. People’s records reflected their choices and preferences which helped staff deliver the care and support people wanted.

The registered manager undertook checks with people, and others involved in their care, to ask for their feedback about their care and support and whether this was continuing to meet their needs. They made changes when this was required. A relative told us, “I have been involved in reviews and changes have been made when my [family member’s] needs have changed. I feel fully included in my l[family member’s] care.”

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 made sure that care and support was planned and delivered in line with these. Staff understood these needs and tailored the care and support they provided to meet these. They worked proactively with health and social care professionals so that people received coordinated and seamless support from all those involved in their care.

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

People’s communication needs had been assessed and recorded in their care records. Staff understood people’s communication needs and provided information in a way people could understand. The registered manager told us information could be made available to people in different formats, if they needed this.

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. A relative told us, “I haven’t had to raise a complaint. I have had occasions where I raised concerns and have always felt listened to and actioned.”

The provider had arrangements in place to support people to give feedback, raise concerns or make a complaint. The service’s complaint policy set out how any complaints would be dealt with and what people could do if they remain dissatisfied with the service’s response.

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

People received care and support at the times of their choosing. Staff accommodated changes people wanted to the care and support planned for them. A relative told us, “The timing of the calls suits my [family member’s] needs. At the initial meeting we discussed together the times. My [family member] requires continuity due to their medical condition. Timing is good. If the carers are ever running late, they will contact me, so I am aware and I then can inform my [family member]. They have not missed any calls.”

The registered manager reviewed people’s needs to make sure care and support was provided to them when and how they wanted, in line with their choices and preferences.

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 understood people’s right to receive care and support that met their individual needs. People’s records contained information about their individual needs, including communication, social, cultural, and spiritual requirements. Their care records guided staff on how these needs should be met.

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.

At the time of this assessment, none of the people using the service required support for making decisions about their future, specifically for arrangements they wanted in place at the end of their life. However, the registered manager understood how to obtain information about people’s individual needs and their wishes for the care they might wish to receive and the resources and support that needed to be put in place to ensure these would be met.