Cherish Support Services Ltd

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People told us they were consistently treated with kindness, empathy and compassion by staff who demonstrated a commitment to delivering person-centred care. Feedback from people and their relatives was positive about the approach and attitude of staff. People told us about feeling valued and supported in a way which promoted their wellbeing.

Staff took time to engage with people in a meaningful way, using effective communication and showing an understanding of individual preferences, histories and personalities. Our analysis of staff attendance times showed most calls were delivered on time.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care records were person-centred and reflected what was important to people, including their routines, choices, cultural needs, interests and personal goals. Staff knew people well and demonstrated a good understanding of their individual circumstances, strengths and preferences.

People told us they were involved in decisions about their care and were able to make choices about how support was provided. A person told us, “There are care plans in a red file in my home so I can access the care plan as well on an App.” Reviews of care were used to check whether support continued to meet people’s changing needs and aspirations. This helped ensure people received personalised care.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Care plans reflected people’s preferences and identified how they wished to be supported, enabling staff to provide person-centred care. People were involved in decisions about their care and were encouraged to maintain their independence where possible. Staff understood the importance of respecting people’s choices and supporting them to exercise their rights. People and their relatives told us they felt listened to and were able to make decisions about the care and support they received.

The registered manager told us, “We provide care that is person-centred and talk to service users about what is important to them. Care plans include details of their hobbies, interests, routines and goals. Where it is part of their package of care, staff support service users to gain access to their local community, attend appointments, go shopping, visit friends and family or take part in any activities that they enjoy.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff responded promptly when people’s needs changed and took action to keep people safe. Records showed staff contacted healthcare professionals quickly when people became unwell and followed advice to provide immediate support.

People and relatives told us staff were attentive and flexible in their approach. A relative said, “[Person] has been having the service for about 8 months now and has moved from another provider, and [person] is really happy with the service. Care plans provided staff with clear guidance on how to meet people’s needs. This supported continuity of care and ensured staff could act consistently and effectively.

The registered manager told us “Staff attendance times are monitored through our real-time dashboard on our care management system which shows when care workers arrive and leave each visit. If a care worker is running late then we would call the service user or their family to inform them.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff received training, supervision and regular opportunities to discuss their role, development and any concerns. Staff told us they felt supported by the management team and were able to access guidance when needed.

Systems were in place to promote staff wellbeing and encourage open communication. This helped staff feel valued and enabled them to provide care that was responsive to people’s individual needs, preferences and outcomes. Staff demonstrated a good understanding of the people they supported and were committed to delivering compassionate, personalised care.