Cooksons Court

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.

Care plans reviewed showed that people and relatives were involved in the process. Care records contained a significant amount of information about people’s background, likes, preferences and how they wanted to be supported. People were placed at the heart of the service. The provider focused on a ‘resident of the day’ this meant they received a very comprehensive review of their care plans. Care notes showed that staff delivered care according to the care plan.

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 and relatives told us they very happy with the care they received. People and relatives told us staff knew people well and could meet their needs. The registered manager told us that there was very good retention of staff over long periods of time, and this meant people had built up good trusting relationships with staff.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and relatives told us they were given information in a way which suited them. People had their communication needs assessed as part of their overall care needs. If a person needed a different format this could be obtained by the team. One relative said, “They keep us informed in a number of ways, they are excellent at communicating”. Another relative said, “They send e-mails, phone, display notices and of course face to face."

The provider made it easy for people to share feedback and ideas, or raise complaints abouttheir care, treatment and support. Staff involved people in decisions about their care and toldthem what had changed as a result. Throughout the home there were suggestions boxes, these were checked regularly and acted upon. People and families told us they thought the communication was excellent and felt listened to by the team. Families could access the care system with permission or in a person’s best interest and review their relatives care records when they needed to. People and families had regular meetings to discuss the home and any concerns. An annual survey was sent out to people/families, and the results were communicated to everyone. The registered manager made sure people stayed connected to their families. For example, a family who live overseas were supported to speak to their relative using iPads and tablets. Families can stay in the home with people when they are end of life.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People have access to health care professionals when needed. Care records reviewed showed a range of professionals had input in peoples care and support.

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. Care records reviewed showed people’s outcomes were regularly monitored and any changes were recorded and communicated to the team.

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. Care plans reviewed showed that people had the opportunity to plan for their future and record their wishes. Staff wererespectful of peoples wishes. End of life care was approached with sensitivity and peoples last wishes were adhered to. Families had thanked the care home for the way in which they had supported their relatives at the end of their life.