Sinai Care Solutions Limited

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 requires improvement. At this assessment the rating has changed to 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 staff were kind and caring and they felt well supported by staff. One person said, “The staff are kind and gentle.” Another person told us, “The staff are always happy and are just lovely.” Relatives were complimentary about the staff. The registered manager told us that care plans and risk assessments were completed for new people and that a handover was completed with staff to ensure they can get to know the person. This was completed with information being updated on the app staff used to access care plans and risk assessments. Staff told us they had good relationships with people. Staff were knowledgeable about people and used this information to provide support which promoted dignity and was respectful.

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.Care plans were based around the needs of individuals and people had been involved in care planning. People told us although staff were busy, they would stop and listen to them. Partners told us care plans were individualised. For example, 1 person’s care plans detailed when staff are to support the person with personal care and how they preferred to be supported.

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 were detailed and personalised to people’s preferences and support needs. Some people told us they knew they had a care plan and it was reviewed regularly. Relatives also told us the same. However, some people said they had little involvement in their care plans. Staff told us they communicated with people and asked their preferences. The registered manager told us that a person with limited verbal communication was offered support via a pictorial method and this enabled staff to promote the person’s independence.

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.People’s care plans documented where they had specific medical conditions and how these presented in everyday life. People told us that staff met their needs in a caring manner and in line with their wishes. When staff were delayed for a call people were informed. Relatives told us where call times needed changing this was addressed with no concerns. Staff had a good knowledge of recognising when people’s needs were changing and the appropriate action in response.Staff also told us where there were changes to people’s needs this was reflected in people’s care plans. We saw where people required medical assistance, the staff were prompt to provide this and ensured the safety of people they were supporting. The registered manager told us staff responded to requests to support people in emergencies when they were informed by an external company that people’s pendant alarms had been activated.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. There were policies and procedures in place to support staff, such as ongoing training, supervisions and appraisals. Staff told us they felt well supported by the registered manager. Staff felt supported, valued and listened to by management and said they were approachable and responsive. They stated if they had called the office for support, they had been quick to respond.