Surecare Doncaster 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 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 were empowered to make decisions about their care and support plans were comprehensive and person centred. Care plans were regularly reviewed when people’s needs changed or following any significant events. Daily records showed care was delivered in line with people’s needs and preferences. One relative said, “We’ve had the service a long time and we [are involved in] the care plan and reviews, but really it gets reviewed all the time. I can ring them [management team] up and speak to them easily if I need to.”

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 received care from regular staff who knew them well. Staff worked closely with people and their relatives to co-ordinate care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider had General Data Protection Regulation (GDPR) and Accessible Information Standards (AIS) policies in place to evidence people had the right to be informed, access their information and the right to object. These policies ensured people’s information was stored and provided in line with current standards. During the initial assessment, people’s communication needs were discussed and if people required information in other formats this was recorded and accessed for them. People and relatives told us the provider ensured they had access to all information they required.

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 had a complaints procedure and supported people to raise concerns if they needed to. The management team told us they would act swiftly to address any concerns to ensure people received the right care and support. People and relatives were complimentary about the service and not had to raise any concerns. People felt the management team would respond and take concerns seriously and improve the service. People were regularly asked for feedback about the service. Questionnaires were sent out to people and relatives and reviews of people’s care took place every 6 months. Telephone surveys were also carried out every 2 to 3 months.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported to access the local community and to services they required. For example, some people were supported to take part in events such as exercise classes, lunch out and horse riding. All carers were provided with emergency contact numbers and clear guidance for out-of-hours situations. Policies and procedures for emergencies were accessible in the staff handbook and care plans. Staff were trained to respond promptly to people’s needs and escalate concerns according to protocol, and to always ensure people’s safety.

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. The provider showed a commitment to equality, diversity and inclusion by respecting service users ethnic, cultural and religious practices and accepted people as individuals. The provider supported people to express their individuality and to follow their preferred lifestyle, and supported people to celebrate events, anniversaries or festivals which were important to them. The provider demonstrated positive leadership in having management and human resources practices that actively demonstrated a commitment to equality and diversity principles and developed an ethos that reflected these values and principles. 

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 provider had an end-of-life policy in place to ensure people were supported sensitively and in line with their choices.