SD Care Agency London

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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

Caring – We looked for evidence that people were always treated with kindness, empathy, and compassion. We checked that people’s privacy and dignity were respected and that they understood their experiences mattered. We also looked for evidence that every effort was made to take people’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

This was the first inspection for this newly registered service. This key question was rated good.

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.

The provider treated people with kindness, empathy, compassion and respected their privacy and dignity. A relative confirmed personal care was provided in a way that respects privacy and dignity, and said “Yes, I think so.”

Care workers built strong relationships with people, recognising their unique preferences and needs. The provider also respected people’s cultural and religious practices, and ensured people felt comfortable in their care environment.

The registered manager told us, "We support people’s religious and cultural needs, such as celebrating religious occasions.” This approach ensured care was both professional and compassionate.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The provider delivered person-centred care, tailored to individual needs.

Each care plan was designed around the people’s lifestyle, preferences, and routines. Staff considered cultural background, language, and personal history, ensuring care felt familiar and comfortable. People were supported in maintaining their hobbies, social connections, and independence as much as possible. The provider tried to match people to care workers who understood their language and cultural needs.

A member of staff said "I try to get them to be independent and make their own choices. I do my job and treat my people as I want to be treated. Respecting my people as I respect myself."

The provider helped people stay independent and in control of their care and daily lives. Staff supported people to make decisions, like choosing their daily routines, so they could live the way they wanted. People were encouraged to do as much for themselves as possible, with help available when needed. Staff took the time to understand each person’s preferences and respected their choices. This approach respected the need to make people feel valued and in charge of their own lives.

A relative we spoke to said, “I try to involve [my family member] in all the decisions and keep him informed.”

The provider listened to and understood people’s needs, views and wishes.

When people experienced changes in their health or personal care needs, there were systems in place for the staff to report and to respond to these immediately. A relative told us, “If something needs to be done, I tell them before I leave and usually there’s no trouble with that particular thing.”

The provider involved external healthcare professionals when people’s needs changed, as needed. A member of staff said, “We support [people to] contact the continence team or district nurses. We facilitate when they are in need.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The provider had good staff retention. Staff were supported to undertake a range of training opportunities.

The registered manager told us they encouraged staff to have open discussions about workload, concerns, and professional development. Staff had regular check-ins with the registered manager which helped them to feel valued and supported. Additionally, the provider invested in team-building activities and skills development, enabling care workers to build confidence.

The registered manager said, "We invest in training and make sure our staff feel supported, which helps with retention."