Senacare Ltd

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 service involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained 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. People told us staff were kind, respectful and caring. They said that staff treated them with dignity and were respectful of their homes. A relative said, “[Care staff] all seem to have limitless patience, never seem to hurry but seem to get things done very quickly. They’re all kind, never rough. The district nurses on the stoma care team have nothing but praise for the way the staff maintain stoma care.”

Staff had a good knowledge of people’s needs and spoke about them with warmth and familiarity.

People were familiar with care staff that supported them and felt comfortable in their presence. People received care from a consistent regular team of care staff that they were familiar with. This was confirmed by people and relatives we spoke with. A relative said, “There’s a team so it’s not always the same faces but [my family member] gets on especially well with a smaller group. A carer brought her flowers on her birthday.” Another relative said, “There’s just a small group of them. [My family member] looks forward to them coming. They are happy.”

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 told us staff understood their needs and provided care in a way which was personalised to them. They told us that staff had taken time to get to know them as people, which helped promote positive relationships. A person told us, “[Care staff] are lovely people, I feel that they really do care. They’re patient with me – I take a bit of time to get around with my sticks but they’re patient and I never feel under pressure.”

Staff had a good knowledge of people’s individual preferences and routines. They understood the importance of adapting their approach when supporting different people. This helped to ensure the care they provided was tailored to the individual they were supporting.

People’s cultural and religious needs were assessed, documented and met.

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

People and relatives told us the service supported people to remain as independent as they wished. They said that care was carried out in a way which they wanted, which meant that people remained independent with aspects of their personal care where possible. A relative said, “Some, most, of them [care staff] are wonderful. They gently push [my family member] to do more than they would have and have really improved their independence.”

Staff had a good knowledge of people’s individual needs and preferences. They told us about how they respected the choices people made about their care and ensure their approach reflected this.

People’s independence levels were recorded in their care plans, so staff knew where they needed assistance. This helped ensure staff had the information they needed to help meet people's needs.

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 had a good knowledge of recognising when people’s needs changed and understood their responsibilities in reporting concerns to senior staff.

Relatives told us they were happy with how staff responded to their family member’s needs. They told us staff were responsive and attentive. A relative told us, “They understand [my family member] and know they would prefer not to do things for themselves, they have other ideas. [My family member] does seem to be more self-reliant these days.”

Daily care records were reviewed by management to check that staff provided care in a person-centred way and to help recognise people’s changing needs.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff we spoke with told us they felt supported and valued by their colleagues and management. They said they felt happy and safe at work.

Management had an open-door policy. Staff were encouraged to speak up and raise concerns openly. A member of staff told us, “I can speak to the office and management openly and easily. They really do understand and make sure things are addressed. They don’t put up with any nonsense. The manager is extremely supportive.”