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 service 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. People received a personalised service and were able to access any external resources they needed without barriers or delays. People were supported to live their lives as they chose, without discrimination. People knew how to make a complaint if needed. Complaints were listened to and responded to appropriately. Information from complaints, comments or concerns was used to help drive improvement.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People we spoke with told us the care and support they received was personal to them. Most people said they had regular care staff, who knew them and their needs very well. One person told us, “My regular one [care staff] talks to me.” People’s relatives made comments such as, “[Staff Name] is very good, they put cream on [relative] and make sure it is well rubbed in. If there’s anything else needed, they always let me know.” “The carers are very good. Whatever [relative] needs they are straight on it” and, “Yes, if I’m not there I can rely on them [care staff] to make [relative] a sandwich and coffee. The regular carer is good; they comply with whatever we say.”

The management team confirmed that person-centred care and treating people as individuals was at the centre of everything they did. They gave examples of how they monitored people’s experiences to ensure this was maintained by way of telephone calls, spot checks and welfare visits. We saw that people’s care and support plans were tailored to each individual, which also demonstrated a person-centred service. Staff we spoke with gave examples of how they respected people as individuals and ensured the care and support they provided was person centred. One staff member said, “No two people are the same and their needs can differ from day to day.” Another member of staff told us, “I try to do things for people as they wish.” A third member of staff explained how they encouraged people to make decisions and respected their daily choices about what they wanted to eat and what they wanted to wear.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

All the people we spoke with told us they knew how to make a complaint if needed. Most people said they felt their complaints were listened to and responded to appropriately. One person told us, they knew how to make a complaint but had never needed to. This person said, “Yes, there’s a number in the folder.” A person’s relative said, “Yes, I just call up the office and say I’m not happy.” Another relative told us, “Yes, if anything happens with the carers I phone the office.” This person also added that they had never really needed to make a complaint. Only one person commented that the care staff didn’t know how to make their relative’s breakfast properly and, although they had complained a number of times, they didn’t feel the staff listened to what they were saying. We informed the registered manager about this, so they could review the situation and take appropriate action.

The management team told us that listening and responding to people was at the core of providing person centred care. They said if a complaint was made or a concern was raised, it was taken seriously and investigated and the person raising the issue was kept updated and provided with an outcome. Staff told us they listened to the people they supported and always responded if they raised any concerns. One member of staff told us, “I record it in the logbook, and I promptly inform my supervisor.” Another staff member said, “I call the office to inform my manager.”

The service had effective systems and processes in place to help ensure people knew how to give feedback about their care and support, including how to raise any concerns or issues. There were also processes in place for the staff and management team to learn from complaints and concerns and use them as opportunities for improvement.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People we spoke with and their relatives told us they felt they were treated fairly and supported in accordance with their individual needs and wishes. Nobody had experienced any discrimination or inequality. One person told us the care workers helped them access the community when they needed to go out.

The management team told us that treating people fairly and equally, without discrimination, was paramount to the organisation’s vision and values. They said people were supported to understand their rights and were listened to if they felt they were being discriminated against in any way. The management team said that people’s feedback and staff awareness helped ensure people were able to live the lives they chose and have their needs met in the way they wanted. A member of staff told us they always made sure people could access any services, resources or additional support when they needed it. They gave an example of a time they ensured a person’s pressure area was reported to the office and addressed by the district nurse without delay.

The service had effective processes and systems in place to help ensure people were able to access the resources they needed and live their lives as they chose, without discrimination.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.