Coton House

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 ensure 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. We saw the care plans were person centred and gave staff guidance on individual preferences. For example, we saw care plans in place for sexuality and relationships which tells staff how an individual identifies. Staff knew people that lived at Coton House and were able to describe their needs to us.

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 registered manager told us they had good relationships with other health professionals and worked in partnership to deliver people’s care. Staff confirmed they often worked closely with other professionals such as the Primary Care Network team (PCN), General Practitioner (GP) and Advanced Nurse Practitioner (ANP). Partners told us the leaders and staff shared information with professionals.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider had systems in place to ensure people received information in a format which met their individual needs. People had an assessment of their communication needs, which set out how people should be supported to communicate. For example, we saw care plans included information about how people required glasses and hearing aids to aid their communication. People and relatives felt the provider kept them up to date on information which was important to them.

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. Relatives felt the provider had effective systems in place to ensure they were kept informed about people’s care. A relative told us, “The staff were very thorough and kept me informed at all times. They also keep me informed about visits from other health professionals and visits to the memory clinic.” The provider had a complaints policy in place. Where people had made a complaint, these had been responded to in line with the policy. We saw where complaints had been received these were investigated and a response given with a learning process in place.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider ensured suitable equipment and adaptations were in place to enable people to access the care and support they needed. We saw people had hoists in place to assist with transfers. We saw the home had a lift so people can get to different areas of the home. We saw staff had access to a variety of equipment which they used to support the needs of people living at the home. This was clearly documented in people’s care plans and staff were aware of how to support people safely.

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 had a policy in place to ensure they were meeting the legal requirements and promoting and protecting the equality and human rights of people using the service, making reasonable adjustments. Staff focused on ensuring people were treated respectfully and supported people to maintain their independence. Protected characteristics were considered by staff providing care and these were included in care plans. For example, we saw details about people’s sexuality, religion and culture in care plans. The registered manager told us staff are aware of how to be inclusive to everyone, and this will be emphasised in the champion programme.

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 registered manager told us everyone had an end-of-life care plan in place for expressing their future wishes. Staff were aware of these plans and people were reassessed when their needs changed. The MDT is consulted as part of the end-of-life process to ensure people are kept comfortable. The registered manager told us the process that would follow to ensure the person had the appropriate support available. For example, we saw in one person’s care plans where it referenced the person’s preferences for treatment, last wishes and funeral arrangements.