Supreme Care Services Limited

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

We assessed 3 quality statements in the responsive 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. The service delivered person-centred care which was supported by developing relationships with staff. Care had been adapted to suit personal needs with the aim of achieving positive results. The service identified peoples protected characteristics and ensured care was delivered to people accounting for those and peoples differences. Where care could not be delivered consistently, the service had made efforts to manage the impact and communicate with people to keep them informed.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff we spoke to were conscious of individual preferences when delivering care. One staff member told us, “I will read a care plan if I have a new client, so I know what they like and dislike. When I am with them, I talk about everything that they like, and the conversation leads from there and I find out more about them.” The registered manager gave us examples of how care is adapted to be centred around the person being supported. They told us, “We have service user’s who need meals prepared in a certain way and we have carers that can match them” and “if someone loses a partner, they will need emotional support as well as physical.”

People and relatives told us that they were satisfied they receive person centred care. One person told us “I am so close to my carer they know everything about me. They know how I like my routine and how I like things to be done to benefit me.” Another person told us “Sometimes I just need to sit and chat and my carer knows that and will sit and talk with me and then start the routine that we have, to me that is part of the care that I need to be able to talk to someone.”

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People and relatives told us that they generally received their care when it was needed and had no concerns. People told us they were always contacted if there was going to be a delay on the call or anything needed to change. One person told us “My carer was running late and I rang the office so they sent someone out to give me my medication so it wasn’t delayed.” People told us that most of the delays were only by a few minutes. One person told us “I get a phone call if they are going to be significantly late, that has not happened very often though because they are usually bang on time.”

Staff told us that they work closely with the office staff to ensure people receive their care when they needed it. If they were delayed they told us they would arrange for cover. The office staff had received medicine administration training so they were able to provide cover. Staff also reported back to the office when they recognised people needed a longer care visit than previously assessed. The registered manager told us that they support people to access and communicate with the service even if they are unable to use the telephone. They told us, “If a service user is unable to phone or email, they will have more human contact to enable them to give feedback and advise what they want and need. We have used interpreters to aid with this and family members.”

We saw evidence within spot checks of staff that management had encouraged the carer of a person who could not advocate for themselves to seek health services input. The provider monitored this situation to ensure the person had access to appropriate treatment.

One professional told us that the service, “collaborate with other professionals such as GP, occupational therapist involved in individuals’ support plan.” This indicated that people were supported in accessing care appropriate to their circumstances. We did not receive negative feedback from partners regarding this quality statement.

Staff told us they respect peoples differences and support in a non judgemental manner, ensuring people have equitable experiences using the service. One staff member told us, “It is all personal choice, so I don’t interfere or give my opinion. I am there in their home to show love and to help them live their life how they want too. I have a client that likes to have an early call on a Sunday as she goes to church every week. It is lovely to see how much joy she gets from it.” The registered manager told us that they have trained and encouraged staff to support people directly with contacting health professionals alongside people as part of their role. This has ensured the need is responded to promptly for everyone and gives all people supported the benefit of the same experience. The registered manager also told us that staff are trained to be aware of inequalities and protected characteristics, breaking down potential barriers. They said, “All our staff are trained on the equality act as well as being trained to be sensitive and responsive regardless of people’s beliefs, sexuality, and choices.”

People and relatives told us that staff respected peoples differences and supported them in a non-judgemental manner, ensuring people had an equitable experience when using the service. One person told us “I am never made to feel bad or guilty if I don’t want to do something that day.”

We saw from care plans people were individually assessed to identify their needs including disabilities, culture and religion. The provider had an Equality, Diversity and Inclusion policy in place that guided staff on how to ensure people from different backgrounds had access to all care.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.