SureCare Rugby & North Warwickshire

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 inspection we rated this key question good. At this inspection 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 85 (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 and relatives told us they were happy with the care they received. Comments about staff included, “Very caring,” and “More than kind.” A relative told us, “It is lovely to hear [Person] responding to the carers when they are joking with her. She hasn’t always done that, so I know she is perfectly comfortable with them.” Another relative said, “If the carers finish the required tasks before the call time ends, they always sit with [Person] and socialise, which I know she values. You can really see that the carers do care about [Person] and her wellbeing.”

Staff talked about people they knew well, and could describe to us each person’s likes, dislikes and how they preferred their care routines. Staff spoke about people in a kind and respectful way. One staff member told us, “I enjoy getting to know them, building up a good relationship and rapport. One person I support is a very proud man, and it’s important to do things on his terms, at his pace.”

Positive feedback was shared from a social care professional who worked closely with the service, “The carers are always attentive, compassionate, eager to learn and receptive to feedback.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People and relatives valued the support provided. Staff recognised the importance of spending time with people to form positive relationships. One person told us, “My carer is so lovely, I really look forward to her coming.” Another person said, “[Name] knows I love jigsaws and if she gets some time before she goes off to her next call, she will always sit with me and get me through a bad patch with it. I think she secretly loves them too.”

A relative told us, “All the regular carers have been a good match for [Person]. In all honesty, the carers are showing me what [Person] is capable of. Some of which I didn’t realise.”

Care records captured people’s preferences and needs. Including information about important events in their life history and how they wished to be supported including their likes and dislikes.

Where people needed structured routines to help reduce their anxiety, this was also detailed in their care records. A relative told us, “When the carers first started, they realised that [Person] had quite a high level of anxiety and with permission, they put some counselling in place which really helped them.”

People’s protected characteristics such as religious beliefs and disability were reflected in care records. Staff spoken with clearly understood people’s individual needs and how best to support the person. A staff member told us, “It’s important to really get to know the person to understand their needs and beliefs, to ensure you support them, as they want to be supported.”

Positive feedback was shared from a health care professional who worked closely with the service, “The agency provides a high quality of care to people, which is personalised and respectful.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People where possible were involved in planning and reviewing their care and support. Records captured their preferences and needs.

Staff promoted people’s independence. One person told us, “After a review chat, it was decided we would add another morning call on a Sunday, they are very flexible about what gets done. I might just want to go for a potter on my Zimmer frame but wouldn’t want to do it on my own.” A relative said, “The carers spotted after having 2 falls, [Person] had lost her confidence, and they have worked with them to build this up again.”

A staff member told us, “It’s important to encourage and allow the person to do as much as possible for themselves and not take their independence away.”

Staff understood the importance of giving people choice and control regarding their own care. People and relatives confirmed they were supported to make choices which were respected by staff.

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 and relatives were happy with the support they received. They spoke positively about their call times, flexibility of the service and confirmed they were supported by staff who knew them well and understood their needs.

A relative told us, ““Do you know, it doesn’t matter who comes in. The quality of care is still the same, but they do understand fully how continuity for [Person] with their dementia is very important.”

Positive feedback was shared from a social care professional who worked closely with the service, “Staff developed positive relationships with [Person] and deliver person-centred care. Their practice is of a very high standard.”

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff spoke highly of the support provided by the management team and enjoyed working at the service. One staff member told us, “I love working here. We are a good team. I’m 1 of the longstanding staff. I have worked my way up. I have been supported and encouraged at each step of the way. Working here is like working for a family.” Another staff member said, “The registered manager is very fair to all employees and very generous. She has high standards and is clear about what is expected. She is also very thoughtful, all the staff get a gift voucher at Christmas to say, ‘thank you’.”

Staff received the guidance and information they needed to fulfil their roles, and this included communication within individual and team meetings. One staff member told us, “It’s a fantastic place to work, from day 1 it’s drummed into us the client and family always come first, respect, dignity and compassion is a must. We all go the extra mile to ensure the person receives the best service possible.”

A relative said, “1 of the carers found out that it was a family birthday and worked with [Person] to list out the necessary ingredients for a cake; go and purchase them and then make it. The smile on their face was worth seeing when they presented the cake.”

The registered manager told us, “We value our staff and value what they do. We make reasonable adjustments. One staff member asked for extended leave so they could visit family. I said ‘absolutely’. Happy workforce, equals happy clients.”