SuppLiCan Care and Support

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

People received personalised care that met their needs. Staff treated people as individuals, providing a person-centred approach. People had access to external health care professionals to ensure their health needs were met. Where possible, staff supported people to plan and document their end of life wishes.

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 they received care which was person centred. Comments included, ‘’They [staff] are very person centred’’, ‘’I think my [loved one] is being treated as an individual’’, and ‘’The carers and my [loved one] get on very well. She talks to them, and they talk to her.’’

Staff told us they had enough information about people’s needs to deliver safe and effective care. Staff told us they asked people what they wanted and informed the management team, so that this detail could be included in people’s care plans. This helped to ensure people received person-centred care that was in line with their wishes. One staff member told us, ‘’I use a person centred approach for each and every client.’’

People were happy with the flexibility and continuity of care provided. This included when receiving support from a range of health and social care providers. A person told us, ‘’A nurse comes in to see me. [My carers] have contacted my key worker, physio and so on when they felt I needed it. [The registered manager] is very much on the ball.’’

Staff told us they knew people well and consistently supported the same people. This meant people received consistent care and support from their regular staff members who knew how to best support them.

Feedback from health and social care professionals was positive. One professional said, ‘’SuppLiCan Care and Support have been very flexible with patients that they visit. They have revisited when necessary and stayed longer when safety issues necessitated. They have endeavoured to understand people’s needs and learn or ask if they were unsure. They have contacted me when there have been aspects of the care that needs communicating about and clarification for the benefit of the patient.’’

Health and social care professionals were involved in creating people’s care plans and risk assessments. Information was available to share between services, as needed, which covered people’s care and treatment needs. Provider’s electronic care planning system was used to support continuity with care records and support.

People with communication needs were supported by staff who understood those needs and were able to provide effective support.

Staff told us they knew how to communicate well with people. This included understanding people’s needs. The registered manager told us information for people could be supplied in the persons preferred format when required.

Information about how people communicated was detailed in care plans and available to all staff.

People and their relatives told us they felt comfortable speaking with the registered manager or any of the staff if they had concerns or feedback. People and their relatives knew how to make formal complaints if they needed to, and were confident they would be taken seriously. Comments included, ‘’I am very impressed by the high professional standard of SuppLiCan Care and Support. All [my loved one’s] needs are provided for, the house is kept clean, meals are well provided for, and we are kept in touch with every concern’’ and, ‘’ I have found management to be receptive to my suggestions. They communicate well with me on any questions or problems that arise.’’ When people had made complaints, they told us these were resolved to their satisfaction.

All staff we spoke with were confident their concerns would be responded to and dealt with in a timely manner. Staff told us they had the opportunity to share their thoughts and views through staff meetings, supervision meetings and spot checks.

The service had a complaints policy and procedure which set out how complaints would be dealt with and what people could do if they remained dissatisfied with the service’s response.

People told us they received care and support in a timely manner, and staff considered their individual needs. One person told us, ‘’Everything is tailored to my particular needs and conditions.’’

Staff understood people had the right to receive the care and support that met their specific individual needs. Staff had received training in equality and diversity and told us they would care for someone regardless of their beliefs. Staff understood and appreciated we lived in a diverse society.

The provider had a clear process for accepting referrals and completing a preassessment to determine people’s care needs. The registered manager ensured care records detailed how to access external services, such as District Nurses and GPs. Records contained important information about people’s needs and preferences, which supported staff to provide care.

People and their relatives’ views had been sought. People and their relatives spoke positively about the service and told us people’s needs were being met.

Staff knew people well and showed an awareness of people’s individual needs, their differences, and preferences. A staff member told us, ‘’You should treat the person the right way. Treat them like you would like to be treated.’’

People's care and support records were person centred and detailed their characteristics, beliefs and preferences . The provider had an up-to-date Equality and Diversity policy.

We saw people’s future wishes had been discussed where appropriate and documented in their care plans. This had included people’s preferences and choices in regards to receiving emergency support.

Staff were aware of people’s needs and wishes and had access to relevant documentation.

The provider had implemented personalised care plans for end of life. These detailed information about people’s individual needs and their wishes for support they wanted to receive at the end of their life. This helped to ensure staff delivered care in line with people’s wishes and choices.