Supreme Care Services Limited

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

We assessed 3 quality statements in the safe key question and found areas of good practice. The scores for these areas have been combined with scores based on the rating from the last inspection, which was good. Our rating for the key question remains good. We found that the staffing team were caring and compassionate. The staff enjoyed their job and supporting people to reach their maximum potential. Records kept about people were sensitively written and dignified. Staff put peoples needs first, even if this meant the care visit was extended to do so, with the office team managing the impact on following care visits. People told us their independence was promoted and staff communicated with them well. The well-being of the staff team was one of the priorities of management. Staff told us they felt cared about and well supported.

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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We saw daily care records demonstrating choice and control over what support was provided. For example, on person’s daily care notes mention staff assisted person in the kitchen rather than doing the task for them, promoting their independence in the task.

People told us that they are encouraged to be independent as possible. One person told us “My carer always reminds me that I can do certain things and if I want to try something for myself and I am successful she always shares my joy when I complete it.” One relative told us “Because of their relationship [person] always manages to encourage my relative to do things for themselves, I cannot manage to do that!” People told us they were supported to decide if they want to do something for themselves. One person told us “I am always encouraged to be independent; it is hard though as my morning meds make me feel poorly, but they always encourage me to do what they know I can, if I am up to it.” People told us staff were respectful of peoples independence. One person told us “They certainly know my preferences and they are very helpful in that respect. They never suggest anything they know that I would not like.”

Staff told us that they encouraged people. One staff member said “I know what my clients are capable of so will always encourage them to do that.” Staff were aware that peoples level of independence can fluctuate. One staff member told us, “I encourage independence by picking up how someone is feeling that day. If they say I can normally do this, I say, Okay well you do what you can manage and let me know what you want me to do when you are finished.” The registered manager told us that they aimed to encourage people to become more independent rather than focusing on maintenance. They said “We identify what they can do and include positive risk taking. We ask the service user what their goals are.”

People and relatives told us that immediate needs were always responded too and communicated out. One relative told us “If they notice that [person] is not themselves they know immediately and let me know so we can discuss it together”. Another told us “Because of the relationship they have the carers know when [person] is not themselves and will contact the office if it is something that needs medical attention, they also update me straight away.”

Staff told us they supported people as needed, even if this meant staying longer than the allocated time for the care visit. One member of staff told us, “Everyday is different, you could visit someone one day who is poorly or having a difficult day and needs some more time.” The registered manager told us they encouraged people to have technology to raise an alarm in an emergency. The service provided an out of hours service and told us “This is managed on a rota basis. It is a resolute team of experienced co-ordinators. It is run on a rota to avoid burn out, there is also an out of hours manager.”

Staff were provided with opportunities to have their voice heard. We saw a staff satisfaction survey which highlighted that although staff felt there could be improvements, they felt communication was good and relationships were good. Overall survey results were positive about the staff experience. The service had an induction and on-boarding policy emphasising staff integration and support in building relationships within the workforce. Staff were also protected with a policy relating to raising concerns and protection if there was a need to whistle blow. The service also facilitated annual awards and recognition for a job well done at the end of the year.

Staff told us they felt supported in their roles and felt recognised for their contribution to the service. One staff member told us, “My managers call me with feedback and let me know when I am doing well and always encourage me after we have had that conversation.” Staff told us they felt valued as individuals. One staff member told us, “My managers and supervisors are always checking on me to make sure I am okay. They ask how my family are and show an interest in me.” The registered manager told us they felt it was important for staff to be able to communicate what they needed. They told us, “Constant feedback is sought in supervisions, we believe that a happy workforce is productive. Our staff survey asks for suggestions to improve or to introduce something new. There is a suggestion box in the office and we make it clear that there are no repercussions from giving feedback.” The service employed people on sponsorship programmes from overseas. The registered manager told us that people new to the team and the country were supported to integrate with team building days which also aimed to support their well being.