Seren Healthcare Solutions 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. This is the service’s first assessment. This key question has been rated 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 and staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. People and relatives were positive about their experiences of being supported by the service and said, “Staff are lovely, my relative is always beautifully dressed, they are really good with them and know their signs whether they are happy or sad, it is good” and “If they're doing personal care, they always close the door.”

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.

People’s care plans were individualised. People and relatives told us staff knew them well and how they liked to be supported and said, ‘they always have time to accommodate what works well’.

Where people were supported to take part in activities, these were planned around the person’s interests and abilities, for example one person who enjoyed being outside was supported to visit a wildlife trust and to ride on a wheelchair accessible bicycle.

Where social interaction was important for people this was provided, we were told “Staff talk to people and have a laugh, that's really important.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care plans demonstrated staff understood how to communicate with people and the communication methods used by people.

Where people communicated using sounds and gestures, they had a detailed communication passport in place. Where people were not always able to make a clear choice, staff were able to interpret their wishes. A relative said “Staff know them well enough, my relative hasn't got any verbal communication but staff observe them when they are well and when they’re not well, so they know them.”

People were encouraged to be independent in their usual routines. One relative told us a person liked to do some light household jobs, and when getting dressed only had help with things they couldn’t do for example bending down to put on socks.

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.

Care plans contained information about how to reassure and support people if they were distressed and where required people also had positive behaviour support plans.

People and relatives told us staff knew them well and could anticipate their needs.

Where a person had a health condition which could need urgent medical intervention at any time a relative said about the provider, “They listen, they understand the seriousness of it, I feel confident leaving my relative with them.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

An employee assistance scheme was in place to support staff’s wellbeing.The provider supported staff with their work life balance. Staff said, “They make sure we take our leave days and send reminders to all the staff to make sure we book those”, “Managers are very good at making sure we have enough time to rest between shifts and are always supportive” and ‘allocated time for visits to people is always enough to do what we have to.”