Cheriton Homecare Limited

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.At our last assessment we rated this key question good. At this assessment the rating has remained 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.

Care was provided in a person‑centred way which reflected people’s preferences, routines and what mattered most to them. People received support that was tailored to them, and this was reviewed regularly to ensure it remained current and appropriate to meet their fluctuating needs. Care plans and risk assessments were developed collaboratively and included a person’s view on how they wanted their care to be delivered. Where people had expressed a wish for the relatives or representatives to be involved, this was honoured.

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.

Care was consistent and coordinated to effectively meet people’s needs. The service had a stable staff team which provided reliability to people. One person told us, “I always know who’s coming, I know my carers quite well and if there are ever any changes, [registered manager] will ring me and keeps me updated with things.” Staff worked well as a team, alongside robust technology and in turn this promoted seamless care provision support.

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

People’s communication needs were documented in their care records and staff ensured information was shared in a way the person understood. Processes were in place to ensure documents could be provided in a variety of different ways, including large print and different languages. People and their relatives spoke positively about communication from the office and told us they felt well informed regarding their care.

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.

The registered manager and office team actively listened to people’s views and involved them in decisions about their care. People told us that they had regular opportunities to give feedback and this was encouraged. When any concerns had been raised, they were acted upon promptly. People and their relatives all told us that they had not needed to raise concerns but would be confident in doing so should they need to. One person told us, “I haven’t needed to, but I would be able to speak to the owner.” A relative added, “Yes, I am sure complaints would be taken seriously but I have not had to raise one.”

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

People had support which was adapted to ensure their needs, preferences and circumstances were met. Where needed, adjustments were made to promote inclusion and choice. Care plans clearly documented any protected characteristics and any needs in relation to these were met. Preferences that had been expressed were honoured and staff delivered care in a flexible way to promote accessibility.

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.

There was an emphasis at the service to promote equitable experiences for people by ensuring consistent and respectful care which was in line with people’s preferences. People told us they felt understood and they were treated fairly. One person said, “Oh no I have no concerns at all. I am always treated fairly.” People’s individualities were promoted and where people had expressed specific wishes, staff worked hard to ensure these were met with positive 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.

At the time of our assessment, the registered manager confirmed that no one was in receipt of end-of-life care. However, where people had expressed wishes, these were documented in their care records. One person told us, “I’m not quite there yet but when the time comes, I know we will have the conversation delicately.” People’s wishes for their future and any aspirations they had were supported by care staff and the office team.