China Cottage Care Home

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 the provider involved people and treated them with compassion, kindness,dignityand respect.At our last assessment we rated this key questiongood. At thisassessmentthe rating hasremainedgood.This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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. Staff were kind and caring. They knew the people they supported. They talked to people with respect and maintained their dignity when providing care and support. One person told us, "The staff are nice and they understand my needs. They treat me with respect." Feedback from relatives included, "Some members of staff are better than others. They treat [family member] with respect and dignity. They are kept clean and well-kempt. Their bed linen is clean but their clothes could be a bit better." and "The staff are good and they come round and help. They are pleasant and helpful." 

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 reflected their individual preferences and they were able to make choices about care and support. Where people had postural support needs but were still able to eat and drink independently, this was supported and encouraged which ensured their independence and dignity were maintained. A relative told us, "The staff understand [family member] and their needs as they are cantankerous. The staff spoil them and get [family member] Mars bars. They have a chiropodist and have their hair done. Their clothes are always clean. Their clothes get mixed up in the laundry but staff always sort it out.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People's care plans described how people were able to make choices about clothes, dressing, washing and food preferences. We observed people were supported to maintain their independence and make informed choices throughout the day. One person told us, "I like the food there is plenty and sometimes a choice. I can choose what I want to do."

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. Members of staff responded quickly to call bells and requests for support. Requests for support were not ignored and there were sufficient members of staff to meet people’s immediate needs. Members of staff contact local health and care services if people needed clinical advice or support. One person told us, "I am very happy with the doctor and staff have organised hospital for me and an ambulance." Another person said, "Staff got a doctor for me this morning. If I am having a bad day, staff will chat to me."

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. There was an employee handbook in place for all members of staff which outlined the providers policies and processes for support. The provider carried out staff engagement and listened to feedback. Where areas for development had been identified from feedback, the provider took action to ensure continued support for members of staff. On-going support for members of staff based on listening to feedback needed to be sustained and embedded into practice.