Cherry Tree 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.

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 usually 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. We identified some additional detail was required within some care plans. However, the consistent staff team were able to describe support people required in an individual and person focused way. Some family members and staff identified that there could be a greater variety of activities provided. Although some family members and staff identified that there could be a greater variety of activities provided, people were positive about the activities offered. We were told, “If something special is put on, I go to it, like the carols at Christmas. They have quizzes and exercises.” And, “I play cards downstairs, all sorts of things.”

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. People and family members told us there was continuity of care staff. Some staff told us they had worked at the home for many years meaning people received care from a consistent staff team. There were process in place to ensure continuity of care when people were admitted to the service as the registered manager undertook pre service assessments and information about people’s needs could be provided if they required hospital care. External health and social care professionals told us they were contacted appropriately should the need arise.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care records provided information about people's communication requirements and any additional equipment such as hearing aids that may be required. A person told us, “They [staff] would always read it to me because of problems with my sight.” Whilst a family member said, “Yes, and they explain things over and over to him because he forgets.” The management team told us people or family members were provided with written information about the service and how to complain should the need arise.

The management team 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. People and family members all said they felt able to raise issues with staff or the management team. For example, when asked if they knew how to raise an issue or complaint a person said, “I would see the lady [registered manager] who was just here.” And another told us, “I would know. I would ask for the manager and have a chat.” The provider had a complaints procedure with people and family members provided with information as to how to complain via the service user guide. This information was also available in the entrance area. There was a process to record and investigate concerns and complaints.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Discussions with the management team showed they understood how to access specialist health or social care support should this be required. The management team confirmed that staff were available to support hospital appointments if the person was unable to attend on their own. A person told us, “With hospital appointments someone from the home always goes with you and it tends to be the same person and you build up a friendship. They listen to the doctor if you want them to and make sure you’ve taken it all in.”

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. Care staff had undertaken equality and diversity training. Staff, people and family members did not identify any concerns about discrimination.

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 service could provide end of life care where this became appropriate. We saw external health professionals were contacted appropriately and action taken to provide appropriate symptom management. Care staff described how they would provide appropriate care. Three senior staff were due to attend palliative care training at the local hospice. We discussed ways which individual information about people’s preferences and wishes could be better captured and the management team promptly implemented these.