Cera Stockport

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 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’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 plans fully reflected their physical health, emotional, and social needs, including those related to protected characteristics under the Equality Act 2010.

People were involved in planning and making shared decisions about their care and treatment, so it was centred around them and their needs. Staff supported people to understand care and treatment options.

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.

People’s specific health and social care needs were assessed and recorded in their individual care plans. The provider understood the diverse health and social care needs of their local communities, including those with protected characteristics under the Equality Act 2010.

The registered manager and staff worked well with other agencies to make sure people’s needs were met.

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

People’s individual communication needs were assessed and recorded in their care plans as a guide for staff to refer to when needed. The provider was able to give people information in a range of different formats or languages if that was identified as a communication need for a person.

An external social care professional told us that a person’s relative liked how they could access the online portal to read any notes, and they felt reassured when they saw it was familiar care staff who has been scheduled to support their relative.

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.

People told us they knew how to complain if they were unhappy with the care service they received. A person told us, “I’ve complained a couple of times when they’re late. I don’t like changes to my routine. It works well for me then.”

The provider had a complaints policy and procedure in place and people were given information about how to complain. The registered manager saw learning from complaints and concerns as an opportunity for improvement and regarded this as a positive process.

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

The provider and their staff were alert to discrimination and inequality that could disadvantage different groups of people in accessing care, treatment, and support, whether this was from the wider society, within organisational processes and culture, or from individuals.

People had equal access to care, treatment and support because the provider complied with legal equality and human rights requirements, including avoiding discrimination, considering the needs of people with different protected characteristics and making reasonable adjustments.

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.

The provider ensured their staff received training relevant to the care needs of the people they supported. This helped ensure people were supported by staff who were skilled and able to support them to achieve their required care outcomes. Staff also received training in equality and diversity awareness.

The registered manager monitored and evaluated the outcomes of people receiving care. A person told us, “The care staff are sometimes a bit tight for time when they visit. But I am quite satisfied with the service. Nothing else to add.”

The registered manager ensured staff received awareness training in relation to the Human Rights Act 1998, the Equalities Act 2010, the Mental Health Act 1983 and Mental Capacity Act 2005. This helped ensure staff understood how to support and enable equity in people’s experiences and outcomes.

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.

People were supported to make informed choices about their needs and plan their future care where this was relevant to them. The provider had an end-of-life policy and procedures which would guide staff in the event of this being necessary. The provider recognised not everyone wanted to discuss these matters with them.

People’s decisions, about what mattered to them, were delivered through personalised end of life care plans that were shared with others who may need to be informed. When people wanted to express their wishes about cardiopulmonary resuscitation (CPR), they were supported to do so and were able to change their mind if they wished.