SureCare Rugby & North Warwickshire

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 inspection we rated this key question good. At this inspection the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 82 (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 was exceptional at making 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 and relatives told us they were fully involved in planning their care and reviews. All were confident any changes in their needs would be fully assessed and discussed with them, so they could agree any potential changes needed to their care and support.

Care records were person centred and included detailed information about the people’s individual needs, preferences and routines and how they wished to be supported. The registered manager told us, “Every 6 months we work with [Names] to create a video of their achievement that we share with the school and their social worker.”

People and relatives told us, staff supported them to maintain relationships with their loved ones which they valued. A relative said, “The carers are very good at keeping contact with [Person’s] granddad and make sure they see him often. Sometimes for coffee, sometimes for lunch. I think they all enjoy it just as much.”

People and relatives told us they were supported by regular staff who they had built up relationships with and who fully understood their needs. One person told us, “We get on like a house on fire.” A relative said, “The main carer [Name] feels like a family member she’s brilliant. It’s an amazing service.” Another relative told us, “What I like about the carers is they all chat to [Person] she knows about their kids, they bring her gifts and cards and have taken the time, to really get to know her.”

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People and relatives were supported to obtain help from health and social care professionals to ensure they received the care and support needed to achieve positive outcomes. Staff advocated for those people who required support to express their needs and wishes. A relative told us, “I couldn’t manage without the team of carers [Person] has, they are responsive to her needs. Recently in a conversation with the office, it was acknowledged that [Person] was at a stage where home care could not meet her growing needs. I was helped to access a care home where she will be going shortly for 2 weeks respite, and this will give us a better idea going forward.”

The management team ensured people received consistency in their care, by staff who knew them well. The registered manager told us, “Continuity of care is one of our priorities. It is important that the client feels at ease with their carer. They need to know the staff member who is coming through their door and it’s important they get to know each other a build a relationship.”

A relative told us, “[Name] couldn’t come for 1 call, so the office called us to offer a couple of options for [Person] to choose from, so they were in control of it all.” Another relative said, “SureCare have been very good at pointing us in the right direction for loans and benefits [Person] might be able to claim to help cover costs, as we have to balance everything.”

The directors reviewed local healthcare needs to help them develop the service based on what people wanted and what was available. People were referred to specialist health teams where appropriate in a timely manner.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, information was available in easy read formats, that people were supported to access and understand.

People’s communication needs were recorded in their care plans including if the person used hearing aids and when English was not the person’s first language. One staff member told us,

“We have 1 client whose first language is Gujarati. We had some communication cards for the staff but now they know the client they can communicate well without them.”

Communication passports were also in place to aid effective communication and understanding when needed. (Communication passports provide a personalised summary of how the person interacts and expresses themselves).

Information was available to people in a format, accessible to them. For example, the complaints policy and leaflets which contained important information about the service.

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 and relatives had opportunities to offer suggestions and give feedback about the service during regular phone calls with a member of the management team and annual surveys. One person told us, “They always ask me how things are going and whether I want any changes, I’d definitely feel comfortable raising any concerns if needed.”

Feedback provided was analysed and used to identify areas of good practice and improvement, if needed. All records viewed during this inspection contained positive feedback.

People and relatives knew how to complain, if needed. One person said, “I can’t think of 1 thing I would complain about, but if I did ring the office for anything, they would listen and take action if that was what was needed, I’m sure.”

We saw when a complaint had been received this had been recorded and responded to promptly by the management team, in line with the provider’s policy.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The management team understood how to access specialist support should this be required and had developed links with the local health and social care teams. A relative told us, “The carers have supported me with organising more occupational therapy (OT) and physiotherapy for [Person] and helped us to obtain more suitable equipment too.”

Relatives told us communication was good and they were kept up to date about any changes. One relative said, “The carers are very good at the handover when I get home from work and have had my cup of tea. It leaves me with a full picture of [Person’s] Day.”

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.

People and relatives told us they were happy with the support provided by the agency. Without exception people received a good quality service supported by staff who knew them and fully understood their support needs.

Care records included important guidance and agreed strategies for staff to encourage and support people to achieve positive outcomes when the person may be experiencing periods of low mood or anxiety.

Staff had received training in equality and diversity and demonstrated a commitment to promoting people’s rights and choices when supporting them.

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.

Staff worked in partnership with health professionals to support people to make informed decisions about their end of life wishes to ensure the service provided this in line with the person’s wishes, in a dignified way.