Cohen Care Ltd

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.

This is the first assessment for this service. This key question has been rated good.

This meant people’s needs were met through good organisation and delivery.
 

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 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. People were encouraged and supported with activities in their homes and in the community. Care records showed regular reviews were held. Relatives told us they were involved in care plan reviews.
 

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. The provider told us staff informed them if a change in hours was required to support planning in advance, they reviewed the daily logs and the support hours at the end of each month to ensure they had been delivered.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider told us their observations included observing communication between staff and service users. We saw this was recorded in the observation records of staff. Staff knew people well and understood how best to communicate with them. Care records included guidance for staff on how to communicate with people in line with their wishes. Relatives told us they were happy with the communication from the service. Relatives told us the methods of communication included, "phone calls, text messages and emails." The provider had an accessible information standard (AIS) policy and procedure.

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. The provider told us they would communicate with family members. The provider recorded compliments which included summaries of the compliment and the feedback provided to staff. Relatives told us they were asked for feedback on the service provided to people.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider told us they had an out of hours service and arranged care with families in advance. The service user guide detailed a contact number for the emergency on call service.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The provider told us they would assess the environment. For example, if people were supported in a wheelchair, staff would assess the environment to check for ramps, and the assessment would be a continuous process.

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. The provider told us they would review this as part of the care planning with people, if appropriate, and they would also involve the relevant professionals such as, social workers, advocates and legal power of attorneys. The provider told us they would work with families. The provider was aware of advanced directives which provides instructions for future healthcare needs.