Cecile Healthcare UK

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 service involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service. This key question has been rated 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.

Feedback from people and their relatives confirmed staff knew and understood their needs well and staff treated them with respect and kindness. Staff told us they made sure people’s dignity was respected when they supported them with their care needs. A staff member told us, “I always gain people’s consent before supporting them with any personal care tasks and I explain what I am doing to help them. I cover people up with towel’s and make sure everything is private.”

The registered manager told us about an initiative they carried out over the Christmas holiday period. They worked with the local authority to identify people in the community that might appreciate 2 hours of free care and support on Christmas Eve, Christmas Day and Boxing Day. They also offered the people they currently supported with an extra 2 hours of free 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 backgrounds and any protected characteristics.

The registered manager told us the staff team were diverse and reflected a wide range of ages, backgrounds, cultures and experiences which helped to promote inclusivity when supporting people. A person told us, “They [staff] make [loved one] Ghanaian food.”

Staff told us they had received training on equality and diversity, and they treated people with respect. A staff member told us, “I received training in equality and diversity, I am never biased, and I make sure people can make their own decisions. I treat everyone equally.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People and their relatives told us their care and support was personalised to meet their individual needs and wishes. A person told us, “They [staff] do what we do as a family, and it works very well. They [staff] even found someone to braid [loved ones] hair.”

Staff told us they promoted people’s independence by encouraging them to do the things they could do for themselves, for example, with cooking and getting themselves ready for the day. A staff member told us a person they supported didn’t like to stay indoors. They supported this person with social inclusion by taking them to a bowling alley to meet with their friends. They also took the person to London Bridge to see the boats. Another staff member told us they supported a person to a coffee shop and a café and to a local park in warmer weather.

The service supported people to understand their rights by using and providing information in different formats and languages to meet their needs.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People and their relatives told us staff were on time for their care calls and stayed the required time. Comments included, “They [staff] stay and they are very kind and obviously got a lot of affection for [loved one]. We are delighted with them [staff]”, and “Always on time in the morning and mostly in the evening.”

Staff were consistent in responding to people’s needs and provided care and support which reduced incidents occurring. A staff member told us they knew the people they supported well, and they were aware of their medical conditions. They told us of an occasion when they noticed a person was feeling unwell when they arrived to provide a care call. They immediately called the emergency services and followed their instructions over the phone after which the person was taken into hospital. The staff member then called the registered manager to let them know what had happened.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff told us they felt valued, supported and happy in their roles. They said the registered manager provided mentoring and sought their feedback to help improve the service. Communication was open, and teamwork was inclusive and collaborative. A staff member told us the registered manager regularly called to ask them how they were doing and if they needed anything. The registered manager told us about the employee of the month award where staff were provided with vouchers for their good work. They told us about a ‘pillow day’ where staff that had a 100% attendance record throughout the year were given an extra day off work.

The registered manager conducted spot checks within the community on a regular basis. These ensured care and support was safe and delivered to a good standard and staff were supported well when required.