Cecile Healthcare UK

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.

This is the first assessment for this service. This key question has been rated 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. People received individualised care tailored to their preferences and goals.

People told us the care and support they received was personalised to suit them and their needs. People told us they had regular care staff, who knew them well. Comments included, “We have the same regular staff”, “They [staff] have made life so much better for me and we don’t know what we would do without them”, and, “100%, [staff] cover everything for [loved one], they read the Bible to [loved one] and then they discuss the scriptures. People ask me why I seem lighter these days and it’s because I don’t have the stress that I had 2 years ago with the previous care company.”

Staff treated people as individuals and identified and supported their specific needs and wishes. Care plans reflected people’s individual preferences, life histories and wishes. People and their relatives were involved in reviews of their care and contributed their views and wishes.

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.

People and their relatives told us that they benefitted from the involvement of a range of health and social care professionals, with staff following guidance to deliver coordinated, person-centred care. Comments included, “[Registered manager] is great, he has a nursing background. We trust him. One night [loved one] had a temperature of 104, I called [registered manager], and he was over in 10 mins, he stayed with us all night”, and “[Registered manager] often helps with the GP, they’re not very good around here.”

The registered manager told us they worked closely with families, GP’s, district nurses, hospital teams and community professionals to ensure good continuity of care for people.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication methods were assessed and recorded in their care records.

The registered manager told us that information was provided to people in formats they understood for example large print. If people require information in a different language or in Braille this would be made available to them.

People and their representatives confirmed they had access to relevant information, including care plans which were provided in formats that met their needs.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The service had effective systems and processes to ensure people knew how to give feedback about their care and support, including how to raise any concerns or issues. The provider had a complaints procedure. The complaints procedure was available in formats that people could understand. The registered manager told us they had not received any complaints, however if they did, they would follow the complaints procedure and keep the complainant fully informed throughout. The registered manager told us they regularly spoke with people on the telephone to ask them about their care, they also spoke with people during unannounced spot checks carried out to make sure staff were providing safe and appropriate care.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People told us staff supported them to access and receive care that met their individual needs and preferences. Staff worked with people and their relatives in planning for their care and support and to ensure they attended appointments when required. Staff worked to removed barriers to accessing health and social care services by working closely with a range of professionals. A person told us, “[Registered manager] helps. The GP didn't contact us for a week after [loved one] was discharged. [Registered manager] contacted the GP and told them.”

Staff and leaders 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.

The registered manager told us they actively listened to people and their families about how they liked to be supported. A person told us, “The assessment that [registered manager] did was very thorough, he knew about the medication. Most of all he spoke to [loved one] and was not patronising at all. He is accessible to us; I can ring and talk to him.”

People’s diverse needs were respected. The provider had procedures regarding equality and diversity, and staff had received training to understand this. A person told us, “We are both Christians and in fact [staff] often plays Christian music to get things going in the morning.” Another person commented, “They [staff] speak the same language and have the same culture that really helps.”

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.

People and their relatives had opportunities to discuss their future wishes and for information to be recorded in their care plans were chosen.

Staff had completed end-of-life care and palliative care training. The registered manager who was a registered nurse told us that when required, they would work closely with the person, their relatives, GPs and other palliative care professionals to ensure people’s needs and choices were met and respected.