Hoylake Cottage

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People were supported by staff who knew them very well. We observed staff assisting people in a caring and respectful manner. For example, when assisting people to take their medicines, to eat and drink, or transfer using moving and handling equipment.

Without exception, people spoke fondly about the kindness of staff and about the compassionate care they received. Comments included, “It’s very nice here. Staff try their best” and “I am happy, I love it here. The staff are fabulous, they never stop.” This feedback was supported by family members who told us, “I think the care [Name] gets is excellent. [Name] is very happy, staff are very good” and “The staff are just wonderful. They know [Name’s] needs and meet her at her level. They really enjoy conversations with her.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People’s care plans were designed around their needs and were regularly reviewed and monitored. Religious beliefs were known and opportunities were available for people to practice their faith. Staff respected people’s decisions within the service. For example, where people chose to eat their meals or how they chose to spend their time.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to maintain and develop important relationships and there were no restrictions on people receiving visitors. A family member said, “We can come and visit when we want.” Some people also went out with their loved ones to visit places in the local community. A person told us, “My [relative] is coming today, and we will go to the pub for lunch and a beer.”

Staff encouraged people to make day to day choices and do as much as they could for themselves to maintain as much independence as possible. People were also encouraged to get involved in activities within the service to reduce the risk of social isolation. The activity staff member ensured people had opportunities for 1-1 time when they were unable to get out of bed. A family member told us, “Staff do their best to get [Name] to participate in things. She can refuse.” Some people also accessed activities with staff within the local community such as going to cafes or for a walk in the local park. One family member told us they would like to see more singer type activities as they said people really enjoyed the social aspect of this. We shared this feedback with the registered manager.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. We observed warm and friendly interactions. Staff spoke to people in a respectful manner, were always present in communal areas and attentive to people’s requests for care. A family member commented, “I think the care is great and they respond to things.” People who lived in Hoylake Cottage confirmed they could call for assistance when they needed. Comments included, “I have an alarm bell. I only use it if needed. It depended how busy they are, but I don’t wait long” and “I haven’t used the buzzer, but it’s here and quite handy.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider had systems to reward and recognise staff. Staff also had access to employee benefits and assistance schemes.