Serene Residential Care 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

Responsive - The provider did not actively seek out and listen to information about people who are most likely to experience inequality in experience or outcomes. They did not tailor the care, support and treatment in response to people's individual needs. At our last inspection we rated this key question as requires improvement. At this assessment the rating is unchanged, with 1 quality statement reviewed. We identified a breach of regulation in relation to person-centred care.

This service scored 46 (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.

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.

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.

There were some barriers to people’s care and support where staff did not understand English and therefore communication was difficult. People’s feedback included, “I find it hard to understand what some of them are saying sometimes. It’s frustrating.” Another person told us, “There’s no discrimination here.”

Leaders and staff were not alert to discrimination and inequity, and did not take sufficient action to ensure people were protected from abuse. There were no individual support plans where people had limited mobility to ensure care was managed in line with their needs.

The provider did not make adequate provision for people with protected characteristics to receive appropriate care for their needs. One person with a specific care need had no tailored support or understanding of their individual needs. The provider had not developed any systems for obtaining feedback from people, their families, other professionals or staff. This was a breach of regulation as the provider could not demonstrate care was person-centred.

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.