Supreme Care Services 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 good. At this assessment the rating has remained 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 fully reflected their physical, mental and emotional needs, including those related to protected characteristics under the Equality Act. All members of staff had undertaken training in person-centred care to ensure that care and support were responsive and tailored to meet individual’s needs.

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 provider maintained a staff rota and ensured continuity of care by assigning the same regular and familiar staff members. People using the service confirmed that they were supported by the same staff, which helped promote continuity of care. One person and a relative told us, ‘‘[Family member] usually sees the same two carers’’ and “I know the carer well, I see the same one Monday to Friday, someone else at the weekend who is also very nice, both on time, kept me informed and no missed visits.’’

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service made information available in accessible, safe and secure formats. People were able to access their care records when they wished, in a way they could easily understand. A family member told us, ‘‘The care plan is kept in a folder with a daily record book, which is signed each day.”

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 using the service confirmed they knew how to raise a concern or complaint. A person using the service told us, “Any complaint is responded to quickly.”
We found that a recording system was in place to log complaints, with the provider documenting the details of each complaint, the actions taken, and the outcomes. This included feedback to people following a complaint. The provider actively sought feedback on the quality-of-service using survey forms to prompt and promote regular feedback from staff and external professionals.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider made reasonable adjustments to ensure equal access to the service for all. Staff told us they supported people to access the GP and other healthcare professionals This helped to remove barriers for people who may have found it difficult to access care.

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. Care plans supported equity in both experience and outcomes. For example, people with limited mobility had access to specialist equipment and scheduled support, which enabled them to access the community.

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. The provider was not providing end-of-life care at the time of our assessment. However, people’s decisions and what mattered to them were reflected in personalised care plans. People using the service were supported to make informed choices about their care while they had the capacity to do so.