Seren Healthcare Solutions 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.

This is the service’s first assessment. This key question has been rated 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 and their relatives were encouraged to take part in their care and support planning. People’s care plans recorded their likes and dislikes and routines they liked to follow.

Staff were confident to raise any changes to people’s care they felt may be needed. Staff told us they would contact the clinical lead and team leader who will visit people and communicate with family to make sure they are happy with any changes.”

Staff understood the principles of person centred care. One staff member said, “Person centred care for me basically is having or putting whoever I’m looking after at the centre of what I’m doing. Making sure their opinion and voice is heard, and the care is suitable and ok for them.”

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 had developed a person specific induction for each person they supported which covered the person’s home, equipment, documentation, personal routines and preferences. This ensured staff understood people’s individual needs. People were regularly supported by the same staff who knew them well.

One staff member told us “We support personal choice; we don’t contradict what people like. We always look at people’s preferences and respect their lives as they are.”

Care plans reflected how people’s families were involved in their care and support. Relatives told us they had access to an app where they could view care notes in real time to keep updated on the support provided to people and people were supported to take part in meaningful activities. One relative said, “They've done their best to try and fill my relative’s days with things they like to do.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People and relatives told us where they had a preferred method of communication this was respected.

Information for people was not currently required to be provided in formats, such as easy read, but the registered manager told us they were available and would be provided as needed.

Where people had limited understanding of information provided to them, relatives told us staff knew people well and the most effective ways to communicate with them. People’s relatives told us communication was effective, they said an online app was used to share information and everybody could see what's going on and there was always a handover.

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. Regular surveys were sent out to people to gain their views on their care, from this the provider identified areas for improvement and created an action plan to enhance service quality.

The provider kept a record of complaints and compliments received from people and their relatives. Concerns and complaints were investigated and changes made to people’s care where needed. For example when a person’s hoist had not been charged, which meant it may not be ready to use when the person needed it, a new task was added to the person’s care notes to ensure staff regularly checked it was charged correctly.

People and relatives knew how to raise any concerns or make a complaint. Relatives said, “Yes we've been told how to do that, and we've got a copy of the complaints procedure” and

“If we need to have meetings we can, and if I need to, I can phone them at any time and I get a good response.”

Staff were confident in the service’s complaints procedure and knew how to report any concerns or complaints they received from people or relatives. Staff told us, “Feedback is good, so we know which areas to improve” and “With most families we have established relationships, and we hand over to family at end of our shift. They can communicate and ask questions too with staff daily.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Services were designed around people’s needs; this included their preferences for days and times of support and providing a consistent staff team for continuity.

Service user guides were provided to people when they started using the service, this explained how carers would be selected based on people’s needs, and the process to follow if any changes to care provision were required.

Care plans recorded people’s mobility, communication and sensory needs and any reasonable adjustments required to ensure people had equal access to services. An on-call system was in place for staff if they required support out of office hours, this included access to clinical support.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The provider recorded and considered people’s protected characteristics, and these were known and respected by the staff supporting them.

The service had supported a person with mobility support needs to make a referral to an occupational therapist which enabled them to have the mobility aids they needed in their own home. Their relative said, “The equipment has helped a lot; it was a relief that it's all been provided for 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.

People had end of life and advanced planning care plans in place. Where do not attempt cardiopulmonary resuscitation (DNACPR) decisions were in place for people and staff

knew where to find this information and it was easily accessible. Staff said, “It is pinned in the home clearly to see, in company file and online system” and “They are very clear and easy to read.”