Cherish Support Services Ltd

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. 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 were involved in decisions about their care and support and were encouraged to express their preferences, choices and goals.

Care plans were personalised and reflected people's individual needs, routines, preferences and what was important to them. Service user profiles helped staff understand people's life histories, relationships and personal circumstances.

Staff knew people well and care was responsive to changing needs. Records showed care plans were updated following changes, incidents or professional advice. The provider worked with relatives, healthcare professionals, GPs, district nurses, social workers and other agencies to ensure people received coordinated and appropriate support.

Regular reviews of care helped ensure support remained relevant and responsive to people's evolving needs and wishes. A relative told us, “The manager listens; they came around and involved [person] in the assessment and care planning of [their] needs. Carers are never in a rush and take time with [person].

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.

The provider worked collaboratively with people, relatives, healthcare professionals and social care agencies to ensure care was coordinated and responsive to individual needs. Staff liaised effectively with GPs, district nurses, occupational therapists, social workers and other professionals to support people's health and wellbeing.

Care was adapted when people's needs changed, helping ensure support remained appropriate, person-centred and aligned with people's preferences. The provider sought to maintain consistent care staff, allowing people to build trusting relationships and receive support from carers who knew them well. Care planning and delivery supported people's choices, preferences and independence while ensuring continuity and coordinated care provision.

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

Information was adapted to suit people's preferences, abilities and circumstances, ensuring they could understand and participate in decisions about their care. Care plans and care records were regularly reviewed and updated to reflect changes in people's needs, ensuring staff had reliable information to deliver consistent care. Relatives, representatives and advocates were involved where appropriate to help people access and understand important information about their care.

Care records identified people's preferred methods of communication, including any sensory, language or cognitive requirements, enabling staff to provide information effectively. Relevant information was shared appropriately with staff and external professionals to promote safe, coordinated and effective care delivery.

The provider supplied information about complaints procedures, feedback processes and sources of external support, helping people make informed choices and raise concerns when needed.

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.

Clear complaints processes were in place, and people knew how to raise concerns if they were unhappy with any aspect of their care. Complaints were investigated appropriately, with actions taken to address issues, learn lessons and reduce the likelihood of similar concerns arising in the future.

People and relatives felt listened to, and told us staff and management were approachable, responsive and acted on concerns promptly. Staff understood the importance of involvement, treating people with respect and ensuring their views influenced the care and support they received. Feedback was used to improve the service; leaders reviewed comments, suggestions and complaints to identify areas for development and quality improvement.

People were actively involved in decisions about their care, including care planning, reviews and discussions about how support should be delivered and were supported to make decisions about their daily routines, personal care and preferences.

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

Care provision was reviewed regularly and adjusted promptly when people's needs changed, ensuring support remained appropriate and effective. People mostly received care at agreed times, and the provider kept people informed of any delays or changes to scheduled visits.

The provider promoted fairness and ensured care was accessible regardless of a person's age, disability, culture, religion, background or individual circumstances. The provider worked with relatives, healthcare professionals and commissioners to ensure people received the right level of support at the right time.

Information and support were adapted for people with sensory impairments, communication difficulties or cognitive conditions to reduce barriers to accessing care. Staffing levels, scheduling systems and contingency plans helped ensure continuity of care and minimised disruption when there were staff absences or unexpected changes.

The provider regularly sought feedback from people and relatives and reviewed access to services to identify and address any barriers or delays.

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’s individual needs were understood and respected. Assessments and care plans took account of people's health conditions, disabilities, communication needs, cultural backgrounds, beliefs and personal preferences. Care was tailored to reduce inequalities; staff adapted communication methods, care approaches and support arrangements to meet diverse needs.

Accessible communication and inclusive practices helped ensure people were able to participate fully in decisions about their care and support. Regular reviews and feedback processes enabled the provider to monitor people's experiences and identify where additional support or adjustments were needed. Partnership working with healthcare professionals, advocates, relatives and community services helped support people and improve outcomes.

Leadership promoted equality, diversity and inclusion, ensuring staff understood their responsibilities to provide fair, respectful and non-discriminatory care. Quality assurance systems monitored experiences and outcomes, helping identify any inequalities and drive improvements where required.

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.

Leaders promoted a proactive approach, and ensured systems were in place to monitor changing needs and support people to prepare for future developments. Regular care reviews helped identify people’s changing needs, allowing support arrangements to be adjusted proactively rather than in response to a crisis. People remained involved in decision-making, with discussions focused on their wishes, preferences, goals and future aspirations.

Future care preferences were documented where people chose to share them. Relatives and representatives were involved appropriately, helping people to understand their options and make informed choices about future care arrangements. End-of-life care planning was handled sensitively, with people's preferences regarding comfort, dignity and preferred place of care discussed and recorded where appropriate. Staff recognised discussions about the future could be difficult and supported people to proceed at their own pace.