Cheshire Springs

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. This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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 was exceptional at making 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 plans fully reflected peoples physical, mental, emotional and social needs and people were always encouraged to contribute and shape the review of their own care.

People received care which was truly tailored around their personal histories and preferences in care. One professional told us, “The level of care provided to my service users has been beyond reproach. They have received personalised care and support that truly has been of the highest kind.” People’s routines and day to day activities had been carefully developed with people. For example, one person was assisting office staff with administrative tasks. At their request this formed part of their regular routines. Other people has specific music skills and interests. Staff activity promoted these to create meaningful and positive daily experiences for people.

Some people living at Cheshire Springs were less able to communicate their wishes. Staff had overcome any barriers by taking time to observe and learn what appeared to make people happy. Staff also worked closely with family members to understand what used to be important to people prior to their health changes and tried their hardest to ensure people still received care which was always personalised around what made them visibly happy and content. For example, the introduction of some sensory and reminiscent themed routines had created positive days for people who now lived with dementia and had positively impacted people by reducing periods of anxiety or distress.

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 had access to a range of health and social care providers when needed as well as access to advocacy services if they needed support to make important decisions about their life.

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

Information about the service and about people’s rights was available to people through the service user guide. This informed people of their rights to make a complaint or contact other agencies if they were unhappy with their care.

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.

A complaints policy was in place and information on how to make a complaint was clearly visible. Staff were able to describe the actions they would take if they received a complaint. Records confirmed any concerns and complaints had been taken seriously, investigated and appropriately addressed.

Family members felt confident with the process and knew how to raise concerns. One family member commented, “I would go to the manager with a complaint. No problem.”

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

Partners who worked with the provider told us people received care when they needed it. Records were maintained when people accessed support from other services. Where appropriate, important contact details were contained within care plans.

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.

People always had access to adequate staffing so received care and support when they needed it. Staff encouraged people to engage at their own pace in activities which encouraged participation and reduced the risk of experiencing social isolation. Family members were positive about the care provided from the staff team.

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 had shared details about their plans for the future. For some people this meant returning to their own home after a period of rehabilitation. Specific care plans had been developed with people to work towards and successfully achieve this.

For other people this meant they had shared their end-of-life care wishes and whether they had chosen to have do not attempt cardiopulmonary resuscitation (DNACPR) order in place. These wishes and any arrangements were clearly documented. One family member had recently shared the following feedback about their loved one’s care to the provider which was shared with us by the registered manager. They had feedback, “[Name] certainly got the best care they had ever had from Cheshire Springs. It was perfect, so thank you. It’s what they deserved, and I will be forever grateful.”