Cathedral Care (Sale)

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People told us staff were kind and caring. They told us they always had positive interactions with staff and the care was dignified. People felt listened to and staff encouraged their independence and promoted choice. Staff were fully aware of people’s needs and personal preferences and could describe the different methods of communication they used to communicate effectively. People told us, and we saw, staff had been proactive in recognising how using particular equipment could promote independence and sought such equipment from specialists. Staff ensured privacy and dignity was continually observed.

This service scored 95 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were supported with kindness, compassion and dignity. People spoke about the staff with fondness, and they looked forward to staff visiting them. One person told us, “Honestly, I can’t say anything wrong, the staff are first class.” A relative told us, “They (staff) talk directly with [Name] all the time. [Name] would be the first to say with if they were not happy with the carers.”

Staff told us they treated people with dignity, compassion, respect and kindness. Staff told us they ensured doors and curtains were closed when providing personal care and they used towels or covers to protect people’s dignity when bathing, showering or washing. Staff were aware of who they should contact should people be in pain or discomfort. One staff member told us, “I ensure dignity is maintained by making sure to gain consent before all tasks. I try to maintain as natural a lifestyle as is possible. I try to talk to them and put service users at ease where possible.”

Partner agencies told us the workforce were responsive.

People told us, they were treated as individuals. One person told us, they got on well with staff and carers respected their privacy. People told us staff were approachable and respectful and, “Always helpful and very responsive.”

Staff described how they ensured they treated people as individuals. One staff member told us, “I would speak clearly to the client and ask them if they understand what I am doing.” Another staff member told us, “I check the care plan to see their preferences and also if there are any communication needs.”

Care records identified the support people needed, and people had been involved in planning their care and support. Personal goals were captured in care records, and they were reviewed with people to ensure they remained relevant. People’s strengths were identified in care records and how staff should promote independence. Personal, cultural, social and religious needs were recorded in care plans. Strategies to support and promote communication were recorded in care plans to support staff to effectively communicate with individuals and promote engagement. The provider ensured staff understood how information should be kept confidential. Staff accessed information via a secure app on their phone and the app was protected to prevent unauthorised access. Staff were provided with training to use the app securely. Care records confirmed what was important to each individual and captured information relating to people’s preferences, wishes, personal histories and backgrounds.

People confirmed they were treated with dignity and respect. A relative told us, staff always asked their relation if it was okay to provide support with personal care. Another relative told us, staff always gave their relation choice, for example, in helping the person to choose clothing to wear.

Staff were pro-active in identifying where people required specialist equipment to promote their independence. Staff told us they offered choice to people and told us, “Someone might not want to get up, so we make sure they have had personal care, and they are left comfortable.” Staff told us, because they worked in small teams, they knew each other well and were able to teamwork to support people effectively. Staff were aware of people’s personal choices and preferences.

People’s care plans were written in consultation with them and with their consent. Care plans identified what people were able to do for themselves and where they needed support. People’s preferences, goals and aspirations were detailed in the care plans and integrated with the daily tasks.

The provider was proactive in responding to people’s immediate needs. Staff had identified a person urgently required a refrigerator to store their medicines. The provider supported the person to purchase a refrigerator which allowed their medicines to be stored safely.

The staff team were confident they could act promptly should people be in any discomfort or distress. During the assessment, we observed staff contacting the office and submitting follow up and feedback forms for a person who had a reduce nutritional intake. Staff told us they had positive relationships with individuals’ families and would always report any health concerns to the family in the first instance.

Staff told us, the management team were fully inclusive, and they were excellent in driving a positive culture. Staff told us, “Morale was high.” and the management team were experienced, and they guided and nurtured them in their role. Staff told us and we saw they had regular opportunities to feedback to the management team in staff meetings, supervision and appraisal, follow up and feedback forms, in the secure messaging group and via telephone. The provider recognised the well-being of staff and provided them with fleece coats to keep them warm in the cold weather. The management team also monitored staff to ensure they had completed their last visit of the day safely. Staff said they felt confident to speak with the management team at any time about work related and personal issues and the working environment was open, engaging, constructive and supportive.

The provider had recognised, the experience, diversity and teamwork of staff had effectively allowed them to grow as an organisation and staff felt extremely respected. The management team had supported the staff to be autonomous in their role which meant staff took on responsibility for providing a holistic package of care to everyone they supported. Staff told us, they had the full backing of the management team to trial new ways of working at the agreement of the person supported. This including looking at different equipment to promote independence as well contacting health professionals and liaising with family members. Staff took great care to ensure all information relating to the support and care of people was clearly documented. Staff told us if they didn’t get something right, they would always be supported by management team and learn how to improve. Staff had regular breaks and travel time in between their scheduled home visits.