Coralyn 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 requires improvement. At this assessment the rating has changed to 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.

The service provided care based on each person’s needs and preferences. Care plans and risk assessments were personalised and reviewed regularly to reflect people’s needs. Staff knew people well and respected their choices and wishes. Bedrooms and environments were adapted to suit individual needs and interests, supporting personalised care.

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.

There was a small staff team who had appropriate training to meet the people’s needs and wishes, so there was continuity of care. People were encouraged to attend groups they wanted to, such as the friendship group and local church so they were and felt part of the local community.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Care plans detailed communication needs for each person. The service met the Accessible Information Standard (AIS) requirements and provided information in suitable formats, including pictures and easy read documents. The AIS is a law to make sure people who have a disability, impairment or sensory loss receive information they can easily read or understand. Information was made available in formats that met people’s needs, such as pictures for choices or easy-to-read guides for such things as complaints.

Relatives told us they were well informed and updates were shared without delay.

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.

There had been very few complaints. People and their relatives told us they felt comfortable raising any issue or concern and felt they would be listened to and taken seriously and action taken to resolve them.

People, their relatives and health care professionals were given opportunity to share feedback through surveys. People who lived at the service regularly had meetings to look at such things as menu choices, celebrations and also to be involved in changes to the home such as the decoration and personalising their own rooms.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People received care which met their individual needs to ensure they experienced good outcomes to the care and support provided. Hospital passports were in place which detailed people’s care needs and their preferences to be used in event of unexpected hospital admissions so there was continuity of care. Staff completed equality and diversity training and were familiar with relevant policies to be used in the event of an emergency such as business continuity, fire management and contacting the on call manager out of hours.

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.

Staff supported people to overcome barriers, such as communication or mobility needs. One person whose mobility had declined was having their bedroom moved downstairs so they could continue to live in the home. Their new bedroom was being totally renovated and they were involved in choosing colours and personalising it to help with the transition from their old bedroom. This ensured the move of rooms would be a success and the person could continue living in the home with reduced mobility.

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 were supported to plan for their future with one person’s level of mobility changing so they worked with them to find out what they would like to do as they could no longer climb stairs. Adjustments were then made so they could remain living at the home.

People had end of life care plans. The service aimed to be a long-term home for people, providing comfort, continuity and a sense of belonging. Relatives were involved in writing these plans, where appropriate to ensure they covered the person’s wishes and their thoughts.