Cheshire Support Services

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

People received personalised care and support that met their individual needs. The provider encouraged people to give feedback on the care provided and this was used to drive improvement and shape the service and culture. There were systems in place to monitor aspects of the service and the quality of care provided.

This service scored 21 (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 by regular and experienced staff that knew them well. Staff had a good understanding of people's needs and knowledge of the person. This helped to promote the development of positive relationships. One relative told us, “Staff know my dad really well and ask loads of questions about what he likes and what has he been doing in the day and talk about the past.”

We saw that staff and leaders formed positive relationships with people to reduce the risk of social isolation and of people becoming withdrawn. The registered manager and care coordinators told us about what people liked and wanted to achieve in the future. For example, staff found out that one person wanted to feel more valued due to past experiences. We saw that staff and leaders spent time with the person and got to know them reassuring them to feel valued and wanted. Staff and leaders told us that delivering personalised care by understanding the person in detail made a significant difference. There were examples of staff continuing to support people with the upmost professionalism.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People and their loved ones told us that they received a personalised service that met their individual abilities and needs. Relatives told us about staff being responsive and building positive relationships. The provider actively encouraged people to give feedback about care provided which was used to drive improvement and shape the service and culture.

Staff understood the people they supported and what was important to them. Staff spoke of what people wanted and the importance of listening and involving people in everything they did. Staff felt engaged and able to share their views of the service. Staff told us they could approach the registered manager or the area managers with any views or suggestions to improve the service and were often asked for feedback. We saw that the registered manager undertook an assessment of people's care needs before a care package was agreed. Care packages were planned and agreed with people and involved their relative's where this was appropriate. Staff and leaders told us about the process of when new people start at the service.

The provider used systems to gather people's views about the service. They asked people to complete a satisfaction survey to share their views of the service they received. People were also asked for their feedback during review meetings, spot checks and phone calls.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.