Sun Health Care Domiciliary Care Services

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. The extremely positive relationships that had developed between staff and people resulted in positive impacts on people's well-being. People achieved good outcomes as their needs were holistically assessed and their care and support was delivered in line with current good practice. We continuously saw how the managers led by example and responded with compassion, imagination and thoughtfulness to people's preferences for support. Outcomes were well planned for people, and there was a strong emphasis on working collaboratively with others to ensure people got the best possible support. For example, one person told us about how they had always wanted to go on holiday and since moving into supported living they had flown for the first time and been on their first holiday abroad.

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 understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People’s care and treatment was delivered in a way that met their assessed needs from services that are co- ordinated and responsive. Records confirmed people regularly accessed their GP and other community health services.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People's communication needs had been assessed and people had communication support plans which detailed the support required to communicate effectively. Staff had a good understanding of people's communication needs. People could access information about the service in different formats to suit their individual needs. For instance, information such as how the service was run, the complaints procedure and safeguarding was provided in an easy read format for people.

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. However, one family member said their concerns were sometimes overlooked, and inadequate measures were implemented to enhance the quality of care provided. We discussed this concern with the manager who said they would take action to address this concern. Following the assessment the provider confirmed they had taken action to address these concerns. This included introducing a new service manager and the introduction of a report to share with the family prior to review meetings.

The provider made sure people could access the care, support and treatment they needed when they needed it. Staff had been trained in the human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes.

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. People had person centred planning meetings to ensure their outcomes were identified and their voices heard. These included discussions about holidays, one to one support, developing friendships and maintaining contact with relatives and friends. There was an open culture in the service where people were encouraged to voice their views and opinions and felt safe to do so. People were involved in care planning and organising their activities and support.

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.