Care Quality Services Sutton

“Safety concerns were investigated and reported in line with a clear policy and procedure and lessons were learned. The provider worked with people and healthcare partners to maintain safe systems of care, and ensured people were safe from the risk of abuse. Risks in different areas of people’s health and safety were managed. The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. People’s medicines were administered safely.”

“ ”

“The provider conducted appropriate assessments and reviews into people’s care needs and planned and delivered these. The provider worked well across teams and services to support people and maximised their independence, choice and control. People’s rights were protected and care was delivered in line with their valid consent.”

“ ”

“The provider treated people with kindness and empathy and respected their privacy and dignity. The provider listened to people’s needs and wishes and treated them as individuals. The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to deliver person-centred care.”

“ ”

“The provider understood the diverse health and care needs of people and their local communities. They provided up-to-date information in formats that were tailored to people’s individual needs and sought and acted on their feedback, including from those who were most likely to experience inequality in experience or outcomes. The provider was able to support people to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.”

“ ”

“The provider had a shared vision, strategy and culture and had inclusive leaders at all levels. The provider fostered a positive culture, valued diversity and encouraged staff to speak up. The provider had clear responsibilities, roles, systems of accountability and good governance.”