Cera - Peterborough

This inspection was carried out between 4 and 6 April 2018 and was an announced inspection. At our inspection in August 2015 the service was rated as 'Good'. At this inspection in April 2018 it remained Good'. At the time of our inspection there were 163 people using the service.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People received a safe service. Staff kept people safe from harm, they knew how to report any concerns and actions were taken when incidents occurred. Checks were undertaken to help determine staff's suitability before they started caring for people. Only suitable staff whose good character had been established were offered employment at the service. There was a sufficient number of staff in post who had the skills and training they needed to provide people with safe care and support. People's medicines were administered and managed safely.

People helped determine what their care arrangements were and the provider took account of people's wishes and choices and any future goals. People's care and support plans were an individual record about each person's needs and any assistance they required from staff. Risks to people were identified, and plans were put into place to promote people's safety without limiting people's right to choose what they wanted to do. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People received a caring service. People were looked after and cared for by staff who showed compassion, respect and upheld their dignity. Staff undertook people's care in an unhurried and considerate manner. People's independence was promoted by staff who encouraged people to make their own decisions about their care. People were provided with information about advocacy services if they needed someone to speak up for them.

People received an effective service. Staff benefitted from the support, training and mentoring they were provided and this helped to promote people's safety and wellbeing. Staff understood their roles and responsibilities in meeting people's needs. System including regular spot checks and were in place to help

staff to maintain their skills and the standard of work expected from them by the registered manager.

People were supported to maintain their health by staff who enabled or supported them to access community or other primary health care services. Staff assisted people to maintain the correct level of nutritional intake of food and fluids.

People received a Responsive service. This helped them to have their needs met in a person centred way. People were supported to maintain contact with their relatives and friends when they wished to do so. There was a process in place to manage any concerns, suggestions and complaints. Complaints were resolved to the complainant's satisfaction. Systems were in place to support people to have a dignified death.

People received a well-led service. Staff had various opportunities including meetings to feedback their experiences and receive updates about the service. Any suggestions or concerns that staff had could be raised at one to one supervision meetings or at other occasions they contacted the office. Staff were supported by the registered manager who listened and acted upon any opportunity for improvement.

Arrangements were in place to ensure the quality of the service provided for people was regularly monitored. People who used the service and their relatives were encouraged to share their views and feedback about the quality of the care and support provided and felt listened to. Actions were taken as a result of feedback to drive forward any improvements that were required.

Further information is in the detailed findings below.

The five questions we ask about services and what we found