Senacare Ltd

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 service 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. Positive feedback from people and relatives confirmed staff knew people well and had a good understanding of their needs. Whilst people’s care documentation did not always fully reflect their full needs, people and those close to them were regularly involved in decisions about the care that was centred around their needs.

Staff told us systems were in place to monitor and respond to people’s changing needs.

People’s needs were met in a personalised way. Staff demonstrated good awareness of people’s individual support needs and preferences. Staff were knowledgeable about what people liked and what their preferences were and how best to meet them. People had different communication needs and staff tailored communication methods to each individual as appropriate.

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 told us they received a good level of continuity in their staffing and care arrangements. People told us that care call timings were consistent and met their needs. They told us how they considered the geographical area, people’s needs and timings of potential care packages to ensure they fitted into existing care call rounds. The provider made referrals to professionals in response to people’s changing needs to ensure there was a joined up and coordinated approach between different stakeholders involved in people’s care.

The provider's processes included liaising with other professionals where appropriate and provided continuity of care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Accurate and up-to-date information was provided in formats that were tailored to people’s individual needs. Staff supported people to communicate by using their preferred method of communication.

Systems were in place to hold confidential information, and the provider had systems to ensure compliance with the UK General Data Protection Regulation (UK GDPR). Service records were kept locked away or were password protected on electronic devices. This helped to ensure people’s private and sensitive information was only shared with authorised persons.

Relatives told us they had the information they needed. They knew who the registered manager was and who to contact if needed.

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

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

People and relatives were encouraged to share feedback and ideas, or raise complaints about their care, treatment and support. Feedback obtained from people and relatives indicated that they felt able to contact the office and raise queries. A relative said, “The office team is very accommodating, they’re patient.” Another said, “The office staff are lovely and don’t shy away from problems.”

The service carried out regular telephone monitoring calls to people and relatives to give them an opportunity to share their feedback. An annual survey was also carried out in 2025 and management carried out an analysis of the survey and identified areas for improvements and shared this information with people and relatives so that they were kept informed of the outcome.

Staff were responsive to people’s needs and took appropriate action to help ensure people received effective care and support. Staff received support and training to help them enhance communication with people.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People told us they were involved in all aspects of their care and staff respected their choices and preferences.

Staff monitored and assessed people’s care and treatment ensuring any change in presentation were promptly identified and acted upon.

A system was in place to support people to access health care providers. Information was readily available to people, relatives and staff as required.

Feedback from an external health and social care professionals indicated that people were supported to access the care and support they needed.

Management actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People told us they were treated fairly and had no concerns regarding discrimination or inequality in relation to their care. People’s needs and preferences were assessed before the provider agreed to commence care services. This helped to ensure people’s needs could be met. People’s care plans contained information in relation to how their social, cultural and spiritual needs should be met.

People had their human rights and diversity respected and were treated with compassion by staff. People’s diverse needs and wishes were assessed, documented and respected.

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 registered manager confirmed that at the time of the assessment no one was being supported with end-of-life care or in receipt of palliative care. However, if such support was required, staff would complete the appropriate training. The registered manager expressed a commitment to ensuring such care and support would be personalised.