Cera Rotherham

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 – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Care was person-centred and tailored to people’s individual needs. People’s care plans reflected their backgrounds and interest, choices and preferences. Staff had access to people’s plans via handheld electronic devices.

People had regular care workers and people and their relatives told us staff knew them well, understood their needs and felt they received a personalised service. One person said, “The carers know I don’t like to get up too early, so they come at a time that’s suitable. They are very reliable. You can usually set you watch by them. I can’t fault them.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Care and support were joined up and there were good links with local community-based health and care services. They would contact the doctor or my relative.” People told us the service tried to provide the same staff or group of staff consistently. For instance, 1 relative said, “[My family member] gets the same cluster of carers, except in holiday periods. There is no weak link in the chain, even the replacement staff are good.”

The provider worked to supply appropriate, accurate and up-to-date information in formats that were tailored to people’s individual needs.

People’s care records included guidance in relation to their communication needs, in line with the Accessible Information Standard (AIS). This is a requirement of publicly funded providers to meet the information and communication needs of people with a disability or sensory loss.

The provider was able to provide written guidance and communication in different formats, and languages.

A relative said, “The care staff are 10 out of 10 for communication levels. They are fantastic to talk to, just like a close friend.“

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. People knew how to give feedback about their experiences of care and support including how to raise any concerns or issues. People’s comments included, “No concerns, I get looked after well”, “If I wanted to make a complaint, I would phone the office” and “I’m quite content. I would phone them”. A relative said, “I’ve made no formal complaints in the time we’ve used the agency. [My family member] has a care plan and I’ve had full input in what’s contained in the plan. I think the carers know [my family member’s] likes and dislikes pretty well so far.”

It was clear the management team saw complaints and concerns as an opportunity for learning and improvement. Records showed complaints and concerns were dealt with in an open and transparent way. They were explored thoroughly, and people received a response in good time.

The provider made sure people could access the care, support and treatment they needed when they needed it. People had equal access to care and support because the provider complied with legal equality and human rights requirements, including avoiding discrimination, considering the needs of people with different protected characteristics and making reasonable adjustments. “I’ve requested no male carers, and the agency have complied with that. The carers will do extra duties for me to keep me independent. There was also a time when I wasn’t well, and the carers were proactive and dialled 111 and got the appropriate medical advice. I self-medicate and the carers just check. I have a care plan, and I’m satisfied that it’s up to date and with the involvement I’ve had.”

The management team and staff actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. A person told us, “I’m very happy with the carers I get at the moment. They keep me safe. The carers will do anything I ask them to do. 95% I have two regular carers that alternate.” A relative said, “I think the carers have a bright caring personality and I feel very confident talking to them. I feel comfortable speaking to any of the carers and getting my viewpoints across.”

People were supported 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. Where people had discussed their end-of-life care wishes, this was recorded in their care plans.