Cera Rotherham

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Staff were kind and caring. Care was delivered with compassion and people’s dignity was preserved and maintained. The people we spoke with told us staff were very caring and showed lots of empathy. People’s comments included, “The carers are really understanding, caring, really show empathy and are there for me” and “The carers have a great caring personality and support me both physically and emotionally. I’ve used the service for over 2 years and have made no complaints in that time.”

People confirmed any new staff first visited them with staff they knew. This allowed people and staff to get to know each other before staff provided people’s care.

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. People’s plans included information about people’s backgrounds and interests and relatives told us staff chatted with people about their lives and their interests. One person said, “The carers have great personalities, and we can have a natter and a laugh when they are here. Every part of the care we do together is in a light-hearted fashion.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us staff promoted their independence and choice. One person told us, “I try to be independent and do what I can, and the carers do the rest, that is different on a daily basis, depending how I feel.”

The provider listened to and understood people’s needs, views and wishes. People confirmed that staff responded to their needs and acted to minimise any discomfort, concern or distress they might experience. People and their relatives told us the times of their care visits suited them. One person’s relative said, “The carers complete the full allotted time and are always on hand to do extra duties, especially if they have time left. They are very flexible, and you can request different times if needed.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider ensured staff had support with their wellbeing. The registered manager told us the importance of ensuring all members of their team knew they were valued and appreciated. The provider had a range of employee assistance programmes to support their staff and promote their physical and mental health. The provider placed emphasis on supporting staff’s professional growth and personal fulfilment, with opportunities for internal promotion to support staff to develop and progress in their career with the company.