Cotleigh

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 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 treated with dignity and respect, and we observed people to be well kept. A relative told us, “My (relative’s) happy so I’m sure the home has met their expectations. It provides them with what they want. It’s certainly exceeded mine.” People had access to a hairdresser and had their nails done. People were provided with person centred care and choices. Newspapers, books and music were available for people, and we observed a staff member telling a person they had brought in their favourite magazines about scooters.

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 received pre-admission assessments, to ensure the service could meet their needs, prior to moving in. A staff member said, “I do the care plans, they are up to date. We have a couple of new people; they had pre-admission assessments.” People, professionals and staff could access care records, where appropriate to enable a continuity of care for people. Relatives were encouraged to attend events and provided time and space to visit their loved ones.

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. People were encouraged to feedback about their care. One person told us, “If I had any concerns, I could go to any of the staff.” A relative said, “I completed the survey form I had. I would very quickly know how to complain if required. I’m sure if I spoke with the office though, any issue would be sorted out straight away.” People were involved in regular meetings, which included sharing information about key events with the service. This included decoration, new admissions, how to raise a complaint, activities and the visions and values for the service. People who received specialised diets had been involved in 'taster sessions', where they could give feedback about food presentation and taste. People were asked daily what they would like to eat and we observed staff changing meals if people changed their minds at meal time.

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. People were encouraged to feedback about their care. One person told us, “If I had any concerns, I could go to any of the staff.” A relative said, “I completed the survey form I had. I would very quickly know how to complain if required. I’m sure if I spoke with the office though, any issue would be sorted out straight away.” People were involved in regular meetings, which included sharing information about key events with the service. This included decoration, new admissions, how to raise a complaint, activities and the visions and values for the service. People who received specialised diets had been involved in 'taster sessions', where they could give feedback about food presentation and taste. People were asked daily what they would like to eat and we observed staff changing meals if people changed their minds at meal time.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Picture boards of the staff team were in place, to enable people and relatives to recognise staff members. People told us they could raise concerns to anyone in the staff team. Relatives told us they were updated about any changes to their loved one’s health needs and any incidents which occurred. Complaints were effectively managed, investigated and responded to. A relative said, “I have a constant dialogue with the office and the care staff.” Another relative said, “I would go to the manager if I needed to. Judging on my experience so far, I think whatever it was would be quickly resolved.”

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. People were offered a range of activities and community inclusion. This included day trips, garden parties, bingo, raffles, animal therapy and singers. Records evidenced people enjoyed receiving visits from animals and people had commented they enjoyed the staff singing and dancing with them. One person said, “We do games, we go in the garden. My room is nice, and I have photographs from home.” Dementia and well-being champions were in place, they promoted wellness and provide people and their relatives with support about how to effectively support people living with dementia. A relative said, “I attended a recent Dementia talk which was interesting and useful.”

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. People's wishes relating to their care and treatment at the end of their life had been explored and recorded. Where people had made advance decisions about their care, this was clearly recorded in their care plans. Where people had lasting power of attorneys in place, this information was recorded. People cultural and religious needs were considered, when planning for their future care. Staff understood their roles about how to monitor people for signs of pain, to ensure appropriate measures could be put in place to keep people comfortable.