Sure Healthcare (Barnsley)

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 newly registered 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 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.

Staff were knowledgeable about people’s individual routines and preferences.

Care was person-centred and people and their families were involved in the planning of their care. One person told us, “We made a care plan together when I started. They [staff] are helpful people.”

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.

Staff understood people’s cultural needs and the diverse communities which they served. We saw examples where support hours had been adjusted to meet individual needs. One family member told us, “It’s my birthday soon, and [name] has arranged a night away to a surprise destination, and [staff name] has arranged everything here so I can go, [staff name] has got all the care covered, around the clock.”

Care records confirmed relevant health and care professionals were contacted when people needed to see them.

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

Information was given to people when they first started using the service, so they were aware of their rights and choices. This included information in different formats including easy read where appropriate.

Care plans provided detail on people’s communication needs and support required with decision making .

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. One person told us, “They sent me a questionnaire in the post, so I filled it in and sent it back”

The provider had a complaints policy which included ways in which concerns could be raised, the process for dealing with any concerns and further steps that could be taken if complainants were unhappy with the resolution.

Learning was identified from complaints and feedback, and improvements to systems and processes were seen to be put in place.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff had completed training in Equality and Diversity and understood people had a right to receive the care and support that met their specific individual needs.

Staff were responsive to people and ensured they received care and support in line with their preferences and needs. One relative told us, “[Staff Name] is always ringing up to make sure everything is okay. [Person] is very efficient and proactive.”

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.

The introduction of electronic care plans meant people’s information and profiles could be shared more easily across multidisciplinary teams, where appropriate, to enable people to access appropriate care 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. Care plans were updated regularly to reflect any changes in need and people’s decisions were seen to be respected and supported.