The Cedars and Larches Care Home

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 is the first assessment for this service registered under a new provider. This key question has been rated Good: This meant people’s needs were met through good organisation and delivery.

Staff and leaders worked with other agencies to make sure people’s needs were met. The provider was aware of the need to ensure fair and equal treatment to everyone and there were policies to support this. Staff had received training in equality, diversity and inclusion. People received support from regular staff and gave positive feedback about all roles.

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 service made sure people were at the centre of their care and treatment choices and they decided, in partnership, how to respond to changes in people’s needs. People consistently told us their care reflected their physical, emotional and social needs. We observed people’s individual care plans included guidance on how to support people’s individual expectations. The provider had qualified nursing staff on duty 24 hours a day, which meant people’s immediate health care needs could be responded to swiftly.

The service 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 told us they received care from the same staff, which ensured continuity of care. Rooms were personalised with family photos and personal belongings, making them feel homely. The registered manager helped ensure people received continuity of health care by developing effective links with external community health care agencies, such as GP surgeries, community nursing service and pharmacies.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had individual assessments which accounted for their specific communication requirements. The service told us they can provide information in a variety of formats and languages if required by a particular person. People’s confidential care records were kept secure and were only accessible to people with the necessary authorisations to view that information.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. Everyone we spoke with knew how to raise a concern or to make a compliment. Systems were in place to ensure investigations were completed, responses given within a reasonable timescale and improvements implemented when necessary. The registered manager sent out regular update newsletters to relatives, so they were informed about any developments, activities and achievements at the care home.

The service made sure that people could access the care, support and treatment they needed when they needed it. The provider accepted referrals for placements from all sources. They considered each referral by carrying out an initial assessment, to determine if the person’s individual needs could be met within the care home. Staff had received Equality, Diversity, and Inclusion awareness training as part of their routine training. This meant they were alert to discrimination and inequality that could disadvantage different groups of people in accessing care, treatment and support.

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. Everyone we spoke with felt they were treated fairly and equally. Everyone had their specific protected characteristics recorded and these were known and respected by the staff.

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 identify their wishes for future care, including any end-of-life decisions. These were recorded in their individual care plans, including any important information which could be shared with emergency services when needed. The provider had end-of-life policy and procedures in place to guide staff and help to ensure people were enabled to have a comfortable and dignified death when the time came.