Cergus Prime Care Durham and Sunderland

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 inspection 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.

Staff at the service 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. Care plans contained guidance for staff to help ensure person-centred care was provided to people. Relatives told us staff knew people’s needs and responded to any change of their needs. A relative commented, “The carers let me know if there are any changes with [Name].”

Staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Care staff were introduced to people before they started providing care and support for them to understand people’s individual health and care needs. People received care and support from a group of the same care staff which enabled continuity. A relative commented, “We get regular carers, we have got to know them.”

Staff at the service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider was aware of the Accessible Information Standard. They told us information could be made available in different formats, depending upon individual need.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. The service had a system in place to seek feedback from people and their loved ones. A relative commented, “I would have no problem in complaining or raising a concern, if needed.”

Staff at the service made sure that people could access the care, support and treatment they needed when they needed it. The service worked with other professionals to support people and to ensure they had any equipment they needed. People's care records showed they had access to care and support, and referrals were made for treatment when they needed it. Feedback was positive about the effectiveness of communication with the office and the on-call, out of hours system when the office was closed. A relative commented, “I haven't had to use the on-call number, but I have a list of telephone numbers. If I phone the office or e mail office staff, they always respond.”

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. People and their relatives did not report any concerns in relation to any experience of discrimination and inequality from the service. Staff worked to ensure reasonable adjustments were in place for everyone, so people did not experience discrimination because of their disability and needs. People’s care records included information around people’s identity, things which were important to them, their wishes and relationships they wanted to maintain.

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. Where wishes for future care had been discussed, this was detailed within people’s care plans to ensure their wishes were recorded. We discussed that where people or their relatives did not want to discuss this with the service, that this was recorded.