Creative Support - Cecil Gardens

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• 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

This means we looked for evidence that the provider 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’s care was person-led and efforts were being made to further develop this. People were positive about the introduction of key workers, as this provided a regular point of contact to discuss their care and how this could be improved. It also helped to build positive relationships. The provider recognised further work was needed to understand what people wanted to achieve from their care and how this could be supported.

Care plans were in place and provided detailed information about people’s history, likes and preferences. Most people told us they had been involved in elements of their care planning. One staff member stated, “I make sure I read their care plan at every opportunity, most especially for updates, speak to them to understand their preferences, try to listen to them and allow them time to make their choices, treating them with absolute dignity and respect.”

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.

Processes were in place to record the advice and recommendations of professionals. This was communicated to staff, so they had all the relevant information. Staff proactively requested care package reviews from the local authority whenever a person’s needs changed to ensure they could continue to meet their needs. People were encouraged to access the community and engage with activities they enjoyed. A newsletter had been created and shared. This included information about activities people could be involved in within the local community, volunteer groups and support groups they could access for support.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Communication plans were in place and staff understood how to communicate with people. Documentation was available in alternative languages including fire evacuation plans translated into a person’s first language. The provider ensured policies were available in a variety of formats including ‘easy read.’

The provider utilised assisted technology for people. For example, providing vibrating sensors to alert those with a hearing impairment in the event of a fire. People told us there were language barriers with some staff, and this affected their ability to effectively communicate with one another.

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 a complaints policy which helped to guide this process ensuring formal complaints were responded to appropriately. The service also received some lovely compliments which the provider was keen to capture and recognise. This included feedback about events, and a person who described their care worker as ‘supportive and engaging.’ People were invited to share their views through surveys and drop-in sessions. This feedback helped to develop the service and to improve the care for people.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The premises were accessible for people and support was available for people to access communal areas or the community. People received support to access health agencies. Staff completed mandatory equality and diversity training to ensure they understood their legal duties and could provide fair, person-centred care. The provider identified priorities for the coming year, which included the creation of an equality, diversity and inclusion workshop. People who used the service would be invited to attend and contribute. A service user guide was available which contained important information about the service, for example how to complain and details of local organisations.

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. Assessments and care plans were in place to ensure staff had information about people’s personal histories. This key information affected their experience of the care received. The provider had a focus on improving their understanding of what people wanted to achieve and worked with people to try and achieve this.

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. This information was recorded and detailed. Meetings were held for staff to discuss people’s end of life wishes and the care they required. This supported staff to be confident in how they cared for people and afforded them a space to talk about how they felt. Staff considered people’s likes and interests to provide enrichment at the end of people’s lives. Staff completed training in end-of-life care to ensure they had the knowledge and skills to care well for people at the end of their lives.