Sarnes Court

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• 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

The service placed people at the centre of how care was planned and delivered. Care recognised people’s protected characteristics. People could access support and advice when they needed. The provider sought feedback from people and those important to them and used this to develop the service. This included people raising any concerns or complaints. There were provider systems in place to respond in a timely manner and learn from these.

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 Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

The registered manager demonstrated a sound understanding of how they managed complaints, including partnership working with other agencies that supported people, such as other care providers and the housing management service. Incident records showed staff had responded to a person’s concern promptly and with compassion. Staff found the registered manager was open and approachable and they could raise concerns and suggestions to them.

The provider had a number of processes in place for listening to and involving people in the service. These included periodic ‘Friends & Family’ quality assurance audits, where people with experience of such a service visited and spoke with people to get their opinions. The most recent audit took place shortly before our assessment and noted very positive findings. For example, the auditor noted, “It was lovely to see clients happy and having the opportunity to praise the staff team as well as feeling proud about where they live.” The provider completed annual People’s Satisfaction surveys. The most recent survey indicated people were happy with the service and felt listened to, supported and safe, treated with respect and helped to be independent. The registered manager also used feedback from these meetings to inform staff team meetings. People could also be involved in staff recruitment and inductions if they chose. Regular audits by the provider checked that people had opportunities to give feedback and that this was recorded and acted on. The provider had appropriate systems in place to receive and manage complaints and concerns and to learn from these. Complaints handling records indicated the provider responded to these in a timely manner.

There were opportunities for people to give feedback about their care and support and the running of the service. This included one-to-one meeting with staff, ad hoc discussions and organised surveys. People were able to raise concerns or complaints and these were responded to. Monthly ‘Resident Meetings’ indicated people were listened to and led on decisions about group activities and how these were managed. Staff had involved people in developing agreed ‘communal rules’ to help encourage people to get along and respect each other in meetings and shared activities.

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

People’s care and support promoted equality and their independence. People were listened to by staff and spoke positively about them and the registered manager. A recorded compliment from a person’s relative stated, “Now [their relative] is happier, feels safer and their flat is now proper home to them.” Over the last year people had attended a number of workshops arranged by staff to raise awareness of issues that could affect their human and equality rights, such as adult safeguarding issues. These included a session discussing sexuality and sexual orientation to promote an inclusive environment where people could be comfortable. Staff provided easy read information as well and recorded feedback from people afterwards. One person said, “I love the workshop because it’s educational and informative.” Another person said they had gained knowledge and this had given them confidence to talk about who they are and feel no one can judge them.

Staff had completed awareness training on equality, diversity and inclusion to help promote understanding of people's equality and diversity needs. A member of staff told us their training had also helped them have a much better understanding of supporting autistic people and people with a learning disability. Staff supported people’s ongoing understanding of their rights and told us that in a workshop, “People had good chats and asked lots of questions about well-being, human rights and sexual abuse.” When we visited we found some the presence of some signs and information posters around the service did not always promote a supported living service ethos. We discussed with the registered manager and they addressed this immediately.

People’s care plans recognised their protected characteristics. The provider’s systems for monitoring and managing the quality of service provided assurance that the service was working to promote people’s equity and rights. For example, the most ‘Friends & Family’ quality assurance audit reported, “[The registered manager] had the clients at the heart of what they and their team do.” The service held a cultural diversity day in the summer and staff used the regular residents meeting to ask for feedback about this. People made suggestions for what they would like included next time. At another meeting the registered manager specifically discussed the rights people could expect to always be promoted by the service. These included having the rights to independence, freedom of choices, to be treated fairly and free of discrimination, to feel safe and to have their views heard and respected.

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.