The Cedars

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 service met people’s needs.

At our last inspection we rated this key question good. At this inspection 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.

Staff 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. The ethos of the organisation promoted a person-centred culture where people were at the heart of the service and staff were committed to ensuring they received the very best possible support in a caring and nurturing environment. Staff were proud of their caring approach towards people and believed strongly in the values of the service. Staff thought flexibly to meet people’s aspirations around independence whilst managing their potential anxieties. Relatives’ comments included, “Staff cater for all the individual needs” and “The staff relationship with [Name] is excellent. They understand [Name] well and know their needs probably better than me.”

Staff at the service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Information was available and shared between services as needed to ensure people's care and treatment needs could be assessed and met. People’s care records showed how people’s care was planned and delivered with continuity, inclusion and a holistic approach to people’s needs. This included, for example, how people were supported to move into the service. There was strong communication and liaison with other agencies involved in providing support to people, to ensure there was joined up and seamless care.

The provider developed information in formats that were tailored to individual needs. People had different communication methods and some needed intensive support to help them understand their day-to-day lives and how they could be spending their time. Staff used information and equipment, such as ‘now and next’ boards that advertised in an accessible format what was happening during the day, food and activities. This helped to keep people informed and involved in decision making in their daily lives.

The provider enabled people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result. People were encouraged and supported to get involved in the running of the service. People were consulted individually and in small groups to get their feedback about activities and the running of the home. This included where people may not communicate well verbally. People were offered choices and were listened to. Regular meetings took place with people and their representative to discuss their care and support needs. Relatives were also involved in discussions about their family members care plans and risk assessments. A relative commented, “We have meetings, the home are supportive. The staff are welcoming when we visit and they don't try to hide anything.”

Staff ensured people could access the care, support and treatment they needed when they needed it. People's care records showed they had access to care and support, and referrals were made for treatment promptly. Care records included information around people's sensory and communication needs. Staff advocated for people or secured advocates for them to ensure they received the treatment they needed. A relative commented, “I have faith in the manager, and the staff care for [Name] well, they are good at getting the relevant NHS support to explore options, when [Name] is distressed.”

An on-call system was in place to provide advice and support to people and staff if needed.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People received their care and support from a service which was flexible and able to respond to individual requests and changes. Care plans included information around people’s identity, things which were important to them, their wishes and relationships they wanted to maintain.

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. Care plans that were in place contained people’s plans for the future. Information was available about people's religion and cultural preferences if this support was required.