Cotleigh

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. A person said, “I would recommend this home, I am very happy, look at the view I have.” A relative said, “Most definitely (staff are kind) – I’ve never witnessed anything to the contrary. The staff are very good, very kind and caring. They are great at gently persuading residents to join in with the social side.”

Staff treated colleagues from other organisations with kindness and respect. The home had a calm and welcoming atmosphere. We observed kind interactions between people and staff. Staff respected people's dignity, we observed staff knocking on doors and asking people where they wanted to sit and what they wished to do.

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. The layout of the service provided people with plenty of space for activities and visitors. People had access to garden areas, which contained lighting, pictures, flowers and ornaments. We observed people enjoying sitting in the sunshine with a drink of choice. People had access to indoor and outdoor bar areas, a tea room and a games room. A relative said, “The staff are great, they know the residents and what they can and like to do. [Name] will not have a male carer to assist with a bath, so it’s organised for a female to support them.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People could make choices about their care and support. A relative said, “The family keep in touch, and we take [name] out at weekends. The support they receive take’s full account of their ongoing independence.” People had personal effects in their rooms, including pictures, snacks and ornaments. People told us they chose when they had personal care, what they would like to wear and what meals they had. One person told us, “I have a bath or a shower when I want. It is my choice. I join in some activities if I want to.” We observed staff offering choices to people, such as where they would like to sit to eat and what they would like to drink.

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. People had their needs met. We observed staff providing support to people in a timely way. People told us they felt well looked after by kind and caring staff. Relatives told us staff answered call bells quickly. Records evidenced people received regular checks, including throughout the night, to maintain their safety.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us the home was a lovely place to work, and they felt listened to and well supported in their roles. A staff member told us, “This home is a beautiful home, it’s very nice and comfortable. I have had all my training, and I have had supervision’s, I was put with a buddy for 2 weeks when I started. The managers are good, we have report systems, we can raise any problems in the workplace. The manager is lovely. People here are safe, in safe hands, the care we give is very good.” Staff received regular supervisions, where professional development was encouraged, and suggestions and concerns could be raised.