Cera Stockport

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 was the first assessment we had carried out of Cera Stockport since it registered with CQC. At this assessment the service was 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 the staff were compassionate, kind and treated them with dignity and respect. For example, a person told us, “I’m quite happy with the support I get, it’s a good service.” A staff member told us, “Staff are kind, and patient with the clients.”

People told us the staff listened to them and communicated with them appropriately. Staff provided care in accordance with people’s preferences and requirements.

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.

People’s individual needs were understood and detailed in their person-centred care plans. Staff told us they understood the importance of treating people as individuals. Care plans included any relevant personal, communication, cultural, social or religious needs, which might be important for care staff to understand when providing care and support.

People’s care plans were available to staff to refer to for guidance on how to support individuals. A staff member told us, “I feel that I have received sufficient training to carry out my role safely and effectively, and I am able to access people’s care plans and guidance for support when required. Incidents are reported appropriately in line with procedures, and there is a clear expectation that concerns should be raised and documented.”

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

Staff supported people to experience real choice and control as far as they were able. People’s care needs, preferences, and aspirations were detailed in their individual care plans, and staff had access to those documents to use as a guide.

People were supported by staff to maintain as much independence, choice and control over their lives as possible.

People were supported to maintain relationships which were important to them. The provider was supportive of that and encouraged people to maintain those links.

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 were alert to people’s needs and took the time to observe, communicate and engage people in discussions about their immediate needs. Changes in people’s health status, and emotional states were also monitored. That information was used to find out how to respond in the most appropriate way to support people and ensure care was provided in accordance with their wishes.

An external social care professional told us the provider responded well to changes in a person’s need. They told us the person they were supporting was relatively young and had never had care support previously. It was apparent the person and their family required a gentle approach before accepting any support. Several of the provider’s care staff established a positive relationship with this person who then accepted more support. This allowed the person’s relative to take some respite from their caring role. The social care professional also told us the registered manager and senior carers were quick to respond to any concerns and were able to provide additional support at times of crisis when contacted.

Staff knew people well and could quickly recognise when people needed urgent help or when a person was starting to experience a decline in their wellbeing. For example, a staff member told us, “The service is so good. I would be happy for one of my family members to be cared for by this company because of the excellent care the staff are rendering to people.”

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

Staff feedback was positive about the support they received from the senior staff in the provider’s office. For example, a staff member told us, “There are always positive responses when we contact the office.” Another staff member told us, “I have been working as a carer [for a number of] years now with this company. I personally feel the company and the managers are very helpful.”

Staff told us they felt valued by the provider. A staff member told us, “The working environment is supportive, and teamwork is encouraged. Overall, it has been a positive place to work.” Another staff member told us, “Management are good, and they make adjustments to my rota if I need to swap any shifts, they easily accommodate my requests and I value that.”