SD Care Agency London

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 first assessment for this service. 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 ensured that people were involved in decisions about their care and worked with them to decide how to respond to any changes in their needs.

Staff took time to understand each person’s needs, routines, and preferences, ensuring care was tailored to these. The provider made sure assessments included detailed discussions with people and families before care began. This ensured that support plans reflected the person’s wishes and requirements.

The provider valued and respected individuals' choices and preferences. The deputy manager explained, “We gain trust. People exercise their ability to choose. We review [care plans] over the phone or face to face, [people say] if they want to add something or improve something.” This approach ensured that individuals and their families had the opportunity to make changes or improvements to their care plan, to empower them to take an active role in decisions and ensured their needs were met in line with their wishes.

The provider supported people to access community services when they needed extra support.

The provider conducted thorough assessments of people’s needs before starting care, ensuring the right care worker-person match based on needs, preferences, and cultural or linguistic factors. The provider also maintained open communication with families, adjusting care plans as needed to support changing health conditions or personal circumstances.

The registered manager said, "Before we start care, we introduce the carer to the family for a trial. If they are happy, we proceed." This approach helped people to build strong relationships with their care workers.

The provider ensured that people and their families had access to accurate and up-to-date important information about their care, offering different formats to meet people’s individual preferences.

Most documentation was available digitally, while physical folders were kept in people’s homes for easy reference. People and their families were given explanations about care plans, policies, and procedures, with opportunities to ask questions and provide input. The provider emphasised informed consent, ensuring that individuals understood their options before agreeing to any care interventions.

The provider made sure relatives stayed informed about care by giving them easy access to records. One relative said, “I have an app on my phone to scan the QR code.” This helped them keep track of their loved one’s care and stay involved.

The registered manager said, "People and advocates can choose their preferred format.”." This demonstrated a commitment to accessible information, and there were opportunities to expand availability for those with additional communication needs.

The provider had effective systems for listening to and involving people in their care, regularly gathering feedback and involving them in care plan reviews. They had a clear complaints procedure, and people knew how to make a complaint.

The provider encouraged feedback through various channels, including forms, and online, making it easy for people to share their views. Care plans were reviewed regularly, with family members actively contributing. One relative noted that they were asked for input when care workers were introduced, and requests for changes, such as altering care days, were handled promptly.

A relative also highlighted their knowledge of the complaints procedure and said, “There are telephone numbers in the folders I can ring. I have sent emails in the past and that’s always seemed to have worked, for example changing a [care] day, they are efficient and answer quickly."

The provider ensured that people could access the care and support they needed when they required it, including healthcare services, such as GP appointments and community-based services.

For example, they arranged for staff to help people with transportation to attend essential appointments, including music therapy at the library, showing their commitment to supporting access to both healthcare and community activities.

Additionally, the provider worked with families to address people’s healthcare needs, arranging for district nurses and other specialists as needed. They also emphasised clear communication, ensuring families could reach out at any time, particularly with an out-of-hours system to handle urgent requests or changes to care.

The registered manager said, “We go to the GP, make appointments, we have a lengthy conversation, what they would like us to do. Go to the shops or cook.”

The provider made sure people’s human rights were respected when delivering care, and they considered cultural preferences and individual identities.

The provider had clear policies in place to ensure equal access to care for all individuals. Staff received training on equality and diversity. Personalised care plans were developed for each individual, reflecting their unique needs and preferences.

The provider monitored outcomes to ensure no group faced poorer experiences or outcomes. They provided care based on people’s needs, regardless of background or circumstances. Anyone who met the criteria for care was offered appropriate support without barriers.

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 if required.

Staff worked with people and families to develop future care plans, considering evolving health needs regular reviews of care plans allowed for adjustments if conditions changed

A senior member of staff said, "We assess the individual’s satisfaction and refine the plan making adjustments based on preferences, feedback and emerging needs”. This ensured long-term care planning was proactive and person-centred.