SuppLiCan Care and Support

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People had choice and control over their own care, treatment, and wellbeing. People were supported to do things they liked to do and to remain as independent as possible. Staff were kind and caring. People’s individuality was promoted and respected.

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.

People told us staff were kind and caring. One person told us, ‘’The registered manager is very approachable. So are the carers.’’ Another person said, ‘’They're wonderful.’’

Staff knew and understood people well. A staff member told us, ‘’I follow the care plan. Practise my skills. Question myself making sure I’ve done the best by clients. Each one of them has different needs.’’

Feedback from health and social care professionals was positive. Comments included, ‘’The registered manager demonstrates an expert knowledge in a wide range of social care related disciplines and from my experience, provides a genuinely person-centred approach to her work’’ and, ‘’The registered manager appears to be very caring, person centred and risk aware. SuppLiCan Care and Support are known as an agency that has good quality care and at times, exceptional care.’’

Relatives were complimentary about the staff skills in particular where they made their loved one feel special. A relative told us, ‘’[My loved one’s carer is] a very capable, caring and understanding person, who has a mature attitude and is well able to make decisions and be quietly assertive when necessary. I felt entirely comfortable knowing that [the carer] was responsible for [loved one’s] care and [my loved one] in turn was completely relaxed.’’

Staff told us how they respected people’s individuality, wishes and preferences. Staff treated people as individuals considering their strengths, abilities, aspirations and culture. A staff member told us, ‘’I've always made sure that I respected [person’s name], look beyond their medical condition, treat them with respect and dignity.’’

The provider had systems in place to ensure staff delivered person-centred care. People had choice and control regarding how staff met their needs. For example, when people were able to self-administer their medicine, this was encouraged, and risk assessed to ensure safety.

People told us they felt listened to and involved in their care. One person told us, ''If there was a better word for excellent, we would use it for the service they give us. Especially our carers.''

Staff knew people well and told us how important it was to ensure people remained independent for as long as possible.

People's choices and preferences were included in their care plans. People’s care needs were clearly described and accessible to staff. Where there had been a change in need, care plans had been updated. The electronic care planning system allowed for changes to be made easily.

People felt their care and support was tailored to their individual needs. A relative told us, ‘’Overall, I am very happy with the level of care my mother is receiving. I would recommend SuppLiCan to others. I trust them to have my [loved one’s] best interest at heart, and to follow the rules that govern them. They are professional at all times.’’

Staff were responsive to people and consistently engaged with them. Staff knew how to act in case of an emergency. One staff member told us, ‘’I firstly check for the hazards, I then check on the person, check is the person breathing, call an ambulance.’’ Another staff member said, ‘’If someone has a fall, call for an ambulance first before you call the registered manager or family. Ensure the person is safe first.’’

Staff felt well supported and told us the management team considered their wellbeing. Comments included, ‘’I feel part of this team. This is the best team I have ever worked with’’, ‘’I feel part of the team. I'm happy working with [the registered manager], she is a team player. We are a team’’, and ‘’ I live my job, I love my company, they've been nice to me.’’

The provider offered all staff an external counselling service and the registered manager told us they wanted to invest in their staff’s well-being. Staff were provided with regular supervisions during which they were able to discuss their wellbeing.