Cygnet Care (Devon) Limited

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.

People told us they were happy with the care provided. They were involved in care planning with regular reviews to ensure information was kept up to date. Staff were passionate about providing person-centred care. One staff member said, “You have time to talk to your client, to get to know them, to listen to what they have to say, to listen to their wants/needs and desires, which enables you to provide person-centred care.”

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 told us they received good, consistent care from staff who understood their diverse health needs, choices, and wishes. A relative, whose loved one received support from 2 staff at their visits, said, “There is a wonderful team of 6. A carer does not come in until their partner has arrived, but they are good at arriving together.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The registered manager told us they had shared information in large print to support people’s communication needs. Staff understood people’s communication needs and supported people to express themselves.

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 provider had not received any complaints recently. They had a system for logging, recording, and investigating complaints.

A relative said, “If any problems arise, I know they will be addressed and I’ll be kept informed.”

The provider sought feedback through a range of methods and recorded compliments from people who had used the service. Comments included, “Cygnet provide an absolutely excellent service. They are consistently professional, unfailingly well-organised, caring, attentive and alert” and “Carers always go above and beyond what is expected of them and genuinely care about mums’ well-being.”

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

People were supported to access external healthcare professionals, where required. Staff knew how to contact health or social care professionals for support.

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.

Staff and the management team understood people had a right to be treated equally, fairly, and to receive care and support that met their specific needs. Training records showed staff had received equality and diversity training as part of their role to help them make sure people were not subjected to discriminatory behaviours and practices.

People received good outcomes. People’s care could be increased or decreased as required, dependent on people's current needs. Records evidenced people had been referred to appropriate services if further health and social care support was required.

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.

The service was not providing end of life care at the time of our assessment.

A relative told us, “They were providing care to (father) until he died, they were brilliant with his care and have been very supportive to my and mother’s feelings around bereavement.”