Surecare Doncaster 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 provider 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People told us they were happy with the care and support they received from the provider. People told us the staff were kind and friendly. One person said, “They [staff] are all brilliant, they do everything they have to do, then they sit and have a coffee and a chat, no rushing off, it's really good.” Another person said, “They [staff] are more like family to me than carers. They are really kind and patient with me.” One relative said, “[Family member] likes all of them [staff], [relative] just loves them to bits.”

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. The provider said, “Through induction and training we ensure staff understand the privacy, dignity and independence of each individual is to be maintained and respected, while taking into account their personal wishes and circumstances.” Staff knew people well and understood their preferences and encouraged people to talk about their needs, priorities, and interests. Staff and leaders were keen to develop positive relationships with people and family members and to gather their views and input through reviews and quality assurance surveys. Staff knew how to communicate effectively with people. One staff member said, “I listen to people when they talk to me. I also use hand and head gestures.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care plans included information about what people could do for themselves and where they needed support from staff. Staff encouraged people to participate in daily routines and respected their decisions.

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. Care plans included clear instructions for managing health conditions and personal care. Staff monitored changes and communicated with families when needed. People and relatives confirmed that staff were responsive and attentive. The provider had good links with external professionals and requested their support as required.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider had a staff handbook which included information for staff in relation to policies and procedures such as holiday entitlement, absences from work, and company policies and procedures. Staff told us the management team were approachable and supportive.