Sinai Care Solutions Limited

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 requires improvement. At this assessment the rating has changed to 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’s care plans contained individualised information. Where people were prone to skin breakdown, there was detailed guidance for staff what to look out for such as checking if catheter is intact, visible skin checks, ensuring a person was drinking enough. Staff told us they knew how people liked to be supported and gave us examples of people’s preferences. Staff told us that care plans were helpful, and it helped them in their roles. The registered manager told us people have to opportunity to swap their care call times so any external appointments could be facilitated.

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.The registered manager told us they had good relationships with other health professionals and worked in partnership to deliver people’s care. Staff confirmed they often worked closely with other professionals such as the General Practitioner. We saw records where staff had identified skin care concerns, they contacted the District Nurse.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.The principles of Accessible Information Standards were being met, and the providers policy was appropriate. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. Communication plans were in place that included information on how to communicate effectively with people and people’s preferred communication style. Staff told us they informed people before carrying out any personal care and if they did not understand they would explain again.

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.People told us they knew who the manager was, how to raise concerns and when concerns were raised they were resolved. Staff told us they were responsive to people’s feedback about care. For example, when people had complained about food not being warm enough, they ensured it was heated in line with their preference. Staff told us complaints were also discussed in supervisions and team meetings and where appropriate refresher training was carried out. The provider had a complaints policy in place which documented how people’s complaints and concerns would be investigated and responded to. The providers complaints log showed where concerns were raised by people this was addressed by the provider and appropriate actions were taken.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Care records showed the provider supported people to arrange health appointments as required. The registered manager told us where people required emergency support the staff would consult with the person and their family. The management team reviewed care regularly to ensure people had access to care and support they needed.

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. Staff focused on ensuring people were treated respectfully and supported people to maintain their independence. Protected characteristics were considered by staff providing care and these were included in care plans. The provider had a policy in place to ensure they were meeting the legal requirements and promoting and protecting the equality and human rights of people using the service, making reasonable adjustments.

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.There was no-one receiving end of life care at the time of the inspection. However, we saw people had end of life care plans in place that detailed individual preferences and wishes. Staff were aware of these plans and people were reassessed when their needs changed. Staff had completed training for end of life support. The registered manager told us the process that would follow to ensure the person had the appropriate support available.