Hoylake Cottage

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 71 (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 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. Care plans were person centred and included detailed information about people’s life stories, needs and preferences. Family members spoke positively about the care received. Comment included, “Staff take time and acknowledge [Name’s] history. They laugh with [Name] about their old working experiences” and “The care [Name] receives is excellent. All staff are understanding, sympathetic and deliver high-quality care in all areas.”

People received support from a consistent staff team and told us they were happy to live in Hoylake Cottage. Comments included, “This is a lovely place. I have fallen on my feet moving here” and “I wouldn’t change anything. I bless the day I found here. They look after me from head to toe with a friendly face.”

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 had access to a range of health and social care providers when needed as well as access to advocacy services if they needed support to make important decisions about their life. A family member spoke of their confidence in the nursing team and told us they knew when to seek additional support for their loved one. They told us, “The nurse has a really good grasp on things.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. A family member expressed some frustration about the telephone system and described periods when they couldn’t contact the home if they wanted to speak with staff directly. This was feedback to the registered manager who acknowledged there could be difficulties at key times of the day and was working to resolve this. However, other family members described communication as very good and told us the registered manager was very responsive to email communication. One family member told us, “We get emails which are really helpful. We get general home updates and any news of relevance.”

Information about the service and local events was available to people through packs in bedrooms and information in reception. This included information such as raising concerns or making a complaint. A family member also told us, “The home is very good at advising us of our rights.”

The provider 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. A complaints policy was in place and information on how to make a complaint was clearly visible. One person told us, “I would find the manager if I had any complaints.” Records confirmed any concerns and complaints had been taken seriously, investigated and appropriately addressed.

Family members were familiar with the process and knew how to raise concerns. Comments included, “We don’t have any complaints” and “Any concerns are addressed straightaway.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. For example, people confirmed they could access the GP if they needed. One family member confirmed their loved one had recently been referred to other professional services. They told us, “Staff got [Name] a referral to a memory clinic. They take ownership and solve issues. They have been very proactive.” Records were maintained when people accessed support from other services. Where appropriate, important contact details were contained within care plans.

Staff and leaders did not always actively listen to information about people who are most likely to experience inequality in experience or outcomes. This meant people’s care was not always tailored in response to this. Whilst our observations of staff practices were positive and caring, we observed some inconsistencies in the dining experiences of people on one floor compared with the rest of the home. For example, in most areas, dining tables were nicely set and inviting prior to the meals being served, promoting a positive dining experience. However, on one floor, tables were not set in the same way, and people were all offered meals on blue plastic crockery and drinks from plastic cups and glasses. We raised this with the registered manager who explained people living in this area had different support needs due to living with dementia, however we observed a blanket approach had been taken rather than a personalised response to individual needs. The registered manager told us they would undertake further reviews of the dining experience and people’s needs in that part of the home.

Staff did ensure people who lived in this part of the service were still able to access other areas of the home including outside space and to access activities happening elsewhere.

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. When appropriate people had shared their end-of-life care wishes and whether they had chosen to have do not attempt cardiopulmonary resuscitation (DNACPR) order in place. These wishes and any arrangements were clearly documented. The provider had been recognised for their approach to end-of-life care through accreditation by the local health team. Staff understood the impact they had on people’s experience during such a sensitive time. The registered manager told us, “We have a lot of end-of-life care here. We have a short time to develop relationships. Trust is imperative.” Staff were in the process of developing a new visitors room for families to utilise as a rest and reflective space when visiting people.