Supreme Care Services 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 good. At this assessment 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 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. One member of staff told us, ‘‘I shut the door and keep the blind close when supporting with personal care or they are changing. I make sure to give them privacy. People using the service confirmed they received compassionate care that promotes, dignity, respect, privacy and confidentiality. People using the service told us, “Staff are very kind and caring, friendly and respectful.’’ and ‘‘Staff are very kind and caring, always show me respect, no cultural concerns, always respect me and my home.”

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 included detailed information on each person’s preferred name, abilities, sexual orientation, religious beliefs, culture and unique backgrounds. This meant that staff supported people in line with their individual needs and preferences.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff told us they supported people to maintain their independence when meeting their care needs. One member of staff told us, ‘‘I allow them to do what they can and support them with the things they are unable to.’’ People confirmed that they were supported to have choice and control over their own care and support. People using the service told us, "[Family member] is offered choices, and their independence is encouraged even if they are reluctant.’’ and ‘‘All [family member] personal needs are met, they are given choices, for example breakfast cereal or eggs.”
Staff supported people to have access to activities and the local community to promote and support their independence, health and wellbeing. A relative told us, "Staff support [Family member] to go shopping on Fridays." This meant people were encouraged to maintain their independence and remain active in their community.
 

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. The provider communicated with people and engaged them in discussions about their immediate needs. Staff recognised different ways in which each individual may be communicating discomfort, pain or distress, including both verbal and non-verbal cues. They had received training in positive behaviour support to ensure they could respond appropriately to individuals experiencing distress.. Staff escalated concerns if they believed this may indicate a deterioration in the health and wellbeing of people. A person using the service to us, ‘‘Staff fulfil all my needs, and any changes are embraced.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt valued and were treated in a way that supported their wellbeing. They reported being regularly involved and having opportunities to provide feedback, raise concerns, and suggest improvements to the service and staff experience. This included structured opportunities such as regular staff meetings, as well as informal day to day discussions.