Cathedral Care (Sale)

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

Staff were aware of people’s needs and everyone we spoke with confirmed staff provided person-centred care. People had been involved in planning their care and told us they had been involved in reviews to ensure the care reflected their current needs, preferences and choices. People felt confident to raise any concerns or complaints and told us they were regularly in contact with the management team. People spoke positively about the communication from the management and staff team. People were effectively supported by the provider should they be at the end of their life.

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.

People’s care and support was person-centred. Care was coordinated to maximise independence and planned to incorporate everyone’s choices and preferences. People commented on the positive difference Cathedral Care (Sale) had made on their lives compared to previous packages of care and they, “Haven’t looked back” and “There are 3 lovely ladies who shower and dress me, I love them all to bits.”

Staff told us they meet people prior to providing care and support and they already knew all about people’s needs as the information was contained within the electronic app on their phones. A staff member told us, “I ask [Name] what they can do themselves to ensure they keep independent.” Staff confirm they have access to all the available information to support people in a person-centred way.

People received care and support which was co-ordinated and worked in their best interests. People’s care needs were assessed to ensure staff were available to provide support at an agreed time.

Staff were aware care could be coordinated for specific reasons such as timed medicines or to reduce risks. Staff told us if they were going to be late for a visit, communication was always provided to the person and the office staff, although this rarely occurred. Staff told us they were responsible for ensuring family and health and social care professionals were continually updated.

Partner agencies spoke positively about the provider and how well everyone works together.

The provider had processes in place to ensure care and support was coordinated. The provider worked with health professionals such as district nursing teams to ensure peoples assessed needs were met. Care records confirmed the support people needed from the provider and other health and social care professionals to ensure the continuity of care.

People were provided with information about their care and support, how to contact the office and other services such as benefits, health and social care services, health related information and befriending services.

Staff told us they tailor information depending on people’s needs.

The provider provided a variety of information to people being supported by the service. This ranged from information relating to health and social care to befriending services and information on benefits. Where people had been identified as requiring information to be shared in different formats, this was recorded in the care plan.

People felt listened to and knew how to raise any concerns they had. One person told us the provider was, “Quick to respond to queries and they had not had to complain over anything major.” A relative told us the office staff were, “Hands on.” And another relative told us, “Absolutely can’t fault them. People are quick to complain and not praise so I decided to ring and tell them how pleased I am with them. They are very, very good.”

Staff felt people knew them well enough to be able to share any concerns about their care and support. Staff told us, they would always report any concerning information to the office and any issues are dealt with in an open and transparent way.

The provider had a complaints policy in place. Any complaints received had been reviewed, investigated and an outcome and apology provided. We reviewed the most recent complaint received which was in November 2022. The complaint was not upheld, and the complainant was given the opportunity to appeal the response. The provider welcomed feedback and used it as an opportunity to improve their service.

People were supported to receive care and support at a time which met their needs. The provider was committed to ensuring there were no barriers to the care people received. People had access to out of hours contacts should they need to contact the provider in an emergency.

Staff were aware of any potential discrimination vulnerable people may face and ensured they reported any potential inequalities to the provider.

The provider was flexible when supporting people to receive a package of care and worked alongside commissioners in the best interests of people supported.

The provider was proactive in understanding barriers to care. Processes were in place to support discharge from hospital with an immediate package of support to enable the individual to regain their independence. The provider was open and encouraged feedback. The provider was continually developing processes to support people with protected characteristics, and they were passionate about supporting people to live safely and with dignity.

People were free from discrimination as they felt involved and listened to when they were being supported with care by staff.

Staff were aware of how discrimination could impact on people’s well-being and actively supported a befriending group to promote inclusion and reduce isolation.

People’s care plans were written in consultation with them and with their consent. People's care plans were person-centred and detailed their characteristics, beliefs and preferences including their social interests, hobbies, likes and dislikes. The provider had an up-to-date Equality and Diversity policy. Within their Staff Recruitment policy was a commitment to equal opportunities and diversity, in line with the Equality Act 2010.

People were supported to make informed choices about their care and support. Care records captured what was important to each individual and where any advanced decisions had been made, this was recorded in care records.

Staff were aware of any advanced decisions being made. Staff told us, they had been well supported by the provider, following the deaths of individuals in their care.

The provider supported people to make choices about their future care. A copy of any advanced decisions was stored within the electronic app. The provider had attended an event to improve end of life care and had developed a comprehensive person-centred, end of life care plan to enable end of life care to be completely holistic.