Cera Lanehurst Gardens

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 service under its new registration. 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.

People were receiving a personalised service that was responsive to their needs. Care plans fully reflected people’s needs and emphasised a person-centred approach. There was a thorough and respectful approach to capturing people's life history, relevant and important relationships, strengths and abilities.

People and their relatives and loved ones were involved in the planning and decision making about their care. People and relatives told us they were encouraged to be involved and were consulted about how they wanted the care to be delivered.

People spoke positively about staff knowledge of their needs and a focus on maintaining their independence. One relative said, “What I also liked was they took the time to understand Mum and integrated her into the home matching her personality up with other residents that had similar traits, Mums quite quiet until she is used to people, so this was important in settling in.” One person said, “They are very responsive. We have a very good rapport, and the care is actually genuine.”

People’s care and treatment was delivered in a way that met their assessed needs. Initial assessments were detailed and reflected people’s needs. Communication and coordination of care was supported by an electronic care management system. This provided care staff with up-to-date information regarding people’s care.

There was continuity in people’s care as staff were flexible and coordinated with other partners to ensure support was responsive. One professional said, “My experience of partnership working with Cera Care is positive. They are responsive. They come well prepared to arranged meetings we have in place.” One relative said, “(Her loved one) likes the regularity. The timings weren’t good when we arrived, but we worked to get the times we wanted.”

People's communication levels were assessed and recorded. Care plans detailed how people were able to convey their needs and wishes, and any support people would need to do so.

People’s individual needs to have information in an accessible way were identified and recorded. Staff used communication tools effectively to gain people’s opinions and wishes around their care. For example, we observed the use of communication symbols and pictures for one person and these were effective. One professional said, “Care and support was personalised to my customer’s needs and preferences. My customer is unable to speak however they have full understanding of what is being said to them. Staff provided laminated picture aids and involved family to help them understand my customers’ interests and preferences.

Information about people, that was collected and shared, met data protection legislation requirements. Staff received GDPR (General Data Protection Regulation) training. Information was stored securely within the site office in locked cabinets, while electronic information was protected within password protected care systems.

People knew how to give feedback about their care and how to raise concerns if they needed to. People told us that the service was responsive when any issues or requests were made.

The provider had a complaints policy and people had details of how to make a complaint. People said the management was responsive in dealing with any issues raised. One person said, “I wouldn’t have any qualms about things not being sorted out.” Another person said, “If there are any issues, I tell the office, and they sort it out straight away.”

People and relatives told us that staff and leaders were accessible and that they felt comfortable raising issues, and confident they would be dealt with appropriately. People were able to express their views and opinions in reviews of their care and meetings with staff. One person said about reviews, “They ask questions about how you feel, do you need anything changing or need more visits. I have total confidence with the staff. They are very trustworthy.” One relative said, “They ask what suggestions we have; it reassured us really. They are very proactive.”

People received care that was timely and in line with quality standards. Consistent provision of staff training contributed towards this. The provider sought, through the assessment process, to ensure that people received their care when they needed it and how they wanted it.

The provider had an Equality and Diversity policy in place, and staff practice and feedback showed a focus on maintaining equality for all those being supported.

People’s communication needs were assessed, and discussion took place during the initial assessment phase which considered what adjustments or resources people might need to access information about their care and support.

People could access services that were important to them without restrictions or barriers. For example, one person had an arrangement in place for them to attend religious services while monitoring their safety. One person said, “When I go to the temple I check in with the office and let them know I have arrived so if I don’t check in, they know I may need help and that makes me feel safe.”

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. Care plans were reflective of these differences and took account of their abilities.

Staff understood their role in ensuring people's equality and diversity needs were met. Training records showed that there was compliance in completing Equality and Diversity training.

People’s care planning was consistent, and the provider sought to provide a person-centred service that acknowledged people’s differences. The registered manager and provider were alert to potential inequality issues.

The provider sought people’s advanced wishes during their initial assessment. People’s care plans captured whether people had an advanced decision or statement in place that guided staff about how to support them. Plans recorded any family members or delegates who could make decisions on their behalf if they lacked capacity. Care plans detailed if people had any end of life wishes and how they wished to be supported.