Cherish UK Ltd Supported Living

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 Outstanding. At this assessment the rating has remained Outstanding.

This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 89 (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 was exceptional in how they 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.

People consistently told us the care provided was person centred and based around their preferences and routines. One relative told us, “I definitely feel that care is person-centred. Staff make a real effort to support (person) and that is important to them.” Another relative said, “I do think the care is person-centred and staff understand my daughter.”

Staff demonstrated a strong commitment to supporting people to achieve personal goals and overcome barriers. For example, one person told staff they wanted to travel abroad again after many years without a holiday overseas. Although the person had developed anxiety around flying, staff worked with them to gradually rebuild their confidence. This included supporting them to apply for a passport, which they told us made them feel proud and excited about their goal. On the day of travel, staff had carefully planned additional support to help the person feel reassured, including arranging for them to meet the pilot and see the cockpit before take-off. This personalised support helped alleviate the person’s anxieties and enabled them to achieve a goal that was important to them.

Staff were passionate in supporting people to pursue meaningful interests and remain active members of the community. For example, one person shared that they enjoyed litter picking and taking pride in their local environment. Staff supported them to turn this interest into a volunteering opportunity within the community. This enabled the person to continue an activity they were passionate about while also contributing positively to their local area. As a result, the person reported feeling proud of their contribution and more connected to the community.

Staff demonstrated a strong commitment to supporting people to pursue their interests and overcome barriers. For example, one person wished to attend a pop concert but had anxieties about loud noise. Staff worked closely with the person to understand their concerns and provided personalised support to help them manage this. As a result, the person was able to attend the concert and enjoy an experience that was meaningful to them.

Staff recognised the importance of maintaining meaningful relationships. For example, one person had not seen their family for a period of time but wished to attend a family wedding and that was very important to them. Staff provided personalised support and reassurance to enable the person to attend the event. This support helped the person reconnect with their relatives and take part in an important family occasion.

Staff demonstrated a compassionate and person-centred approach to supporting people at the end of their lives. One person expressed a wish to visit Blackpool, a place they had always wanted to see but had never previously visited. Staff worked together to make this wish a reality, enabling the person to enjoy a meaningful trip and create a positive experience during the later stages of their life.

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.

Where possible, people received support from a regular staff to team, who knew them well. A relative said to us, “[Person] has been with Cherish for three to four years now, to be quite fair there is quite a high staff turnover however that is down to the overall picture in social care, and he does have a regular care team’. Another relative added, “There are a core staff of between five to six members who have been there a long time, and I would feel comfortable speaking to them and sharing any concerns.”

Wherever possible, people who used the service received support from staff who had similar interests and things in common. For example, one person who had a strong interest in rugby was supported by a staff member who shared the same passion. Another person had had a keen interest in visiting theme parks was matched with a staff member who shared this passion. This shared interest helped to develop a strong rapport and supported the person to take part in activities that were meaningful to them.

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

One person had arrived from overseas as an emergency placement and did not speak English as their first language. The Cherish Life Foundation provided funding for this person to purchase essential domestic items to enable them to live independently. Staff supported the person to engage in education at a local college to obtain basic qualifications like English and maths to meet the requirements to enrol on specific courses. The person’s application for asylum also became at risk and his right to remain status was denied. Staff supported the person to appeal this decision and attend multiple court cases and appeal hearings. Staff were very concerned for the person’s wellbeing if he was required to move back overseas.Cherish UK Supported Living raised with the courts/home office that the person would require an interpreter to support translating throughout the case, ensuring he has fair treatment throughout his appeal.

The service enhanced people’s communication through the use of assistive technology. The service had identified that some people experienced communication difficulties and had introduced equipment such as talking radios and microwaves to support them, which provided verbal prompts when people had any sensory difficulties. This enabled people to use everyday appliances more independently and safely, reducing reliance on staff while increasing their confidence and autonomy in daily living.

Staff used a range of communication methods to ensure people could express their needs, wishes and preferences. One person was supported to use the Picture Exchange Communication System (PECS), a visual communication tool which enables people to communicate using pictures and symbols. This supported people who experienced communication difficulties to make choices, request items and express how they were feeling. This approach helped reduce frustration, promoted independence and ensured people were actively involved in decisions about their daily lives.

Information was consistently available to people in formats which suited their needs and in line with the accessible information standard. For example, we saw the service user guide was available in different languages including polish and urdu. ‘Easy read’ documents, as well as braille versions of relevant records could be sourced as needed.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

Staff shared a number of examples of how they had responded to feedback from people who lived at the service which demonstrated a respectful and responsive culture. One person who recently moved into the service had always enjoyed having a ‘Chippy tea’ on a Friday, as they had done previously at home. The person shared this was something of importance to their during their initial assessment and the service facilitated this for them each week, alongside other people living at the supported living accommodation to make it a social event.

Another person shared that they had always been very social and loved to ‘Host’ other people when they had lived at home. To support them the service had implemented a 'come dine with me' type activity, where the person and others they spent time with took it in turns to host a shared meal or to make refreshments.

One person was a keen rugby fan. They shared in a review this was something they wanted to do and were consequently supported to play with a local team for people with a learning disability.

Staff demonstrated a strong commitment to promoting positive risk-taking so people could continue to take part in activities that were meaningful to them. One person had a strong passion for horse riding, which brought them significant enjoyment and fulfilment. Following a fall during a riding session, their confidence was affected however, staff recognised the importance of the activity to their wellbeing and independence and worked with the person to rebuild confidence while ensuring appropriate safety measures were in place. This approach enabled them to continue participating in an activity they loved, promoting their emotional wellbeing, confidence and independence.

Staff promoted people’s health and wellbeing while respecting their right to make choices. For example, when staff noticed one person was regularly choosing less healthy food options, they discussed this with them in a supportive way and explained how this could affect their health. The person was fully involved in conversations about healthier options, enabling them to make informed choices about their diet. A member of staff told us, “I can see weight loss in (person’s) face. The numbers are coming down on the scale and (person) says it makes them feel good.”

There was a complaints process in place. An individual log of both compliment and complaints were maintained, with details provided about any actions taken. ‘Tenants’ meetings took place at supported living houses where it was appropriate, which gave people the opportunity to voice any concerns about the support they received.

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

The provider made sure that people could access the care, support and treatment they needed when it was required. The provider ensured that people’s care was seamless and staff worked alongside other professionals to ensure people had equal access to services when they needed them.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

Staff demonstrated a respectful and inclusive approach to supporting people with explore gender identity. For example, one person liked to be addressed by both male and female names on certain days and wear different choices of clothing for each gender. Staff responded positively to this and ensured the person was supported in a way that respected their wishes and individuality. The service also arranged training for staff around sexual orientation and gender identity to help ensure they had the knowledge and confidence to provide sensitive and appropriate support. This helped create an inclusive environment where the person felt respected, valued and able to express themselves openly.

The service recognised that people with a learning disability can experience barriers when accessing paid employment. Staff were proactive in supporting people to overcome these challenges by helping them identify suitable job opportunities and providing encouragement and practical support throughout the process.

The provider, Cherish UK Limited, created the ‘Cherish Life Foundation’ and opened a charity shop to raise funds and provide resources for the people supported by Cherish UK Supported Living and enable them to access the community, enjoy ‘enrichment’ activities as part of their care, and offer tailored experiences and resources to improve their lives. One of the main reasons for creating the shop had been to provide further employment opportunities to people. At the time of the inspection, several people who used the service worked at the shop throughout the week.

Another person had started working at a supermarket and had taken pride in earning their own money and making choices about how to spend it. This new financial independence helped the person feel more in control of their life and less reliant on others for day-to-day decisions. Having a regular routine and responsibilities has also provided structure to their week, providing a sense of purpose and motivation at work.

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.

The provider worked with people to identify life changes. They supported the people and their families to identify and discuss future plans, however nobody was in receipt of end of life care at the time of the inspection. Staff helped people to retain skills, maintaining their independence when they were able to.