COOCI Associates LLP

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 inspection we rated this key question good. At this inspection 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 received care which was highly individualised and reflected their needs, preferences and personal circumstances. Each person and their family was supported by a named case manager who oversaw their care, coordinated input from multidisciplinary professionals and promoted continuity of care through a consistent staff team. This continuity of support meant staff and professionals developed a detailed understanding of each person’s routines, communication needs, preferences and the outcomes which mattered most to them, ensuring care remained person-centred.

Care and support was monitored and reviewed on an ongoing basis by the provider and formally reviewed through multidisciplinary meetings. This ensured care continued to reflect people’s changing needs and they remained at the centre of decisions about their care.

Staff demonstrated a good understanding of people's individual needs, preferences and interests and described providing care tailored to each person's circumstances. They gave examples of working alongside people, their families and health professionals to deliver personalised support, including implementing therapist-led programmes and using shared interests to build positive relationships and promote meaningful engagement. A staff member commented, “We provide person centred care and place the person’s needs, preferences and wellbeing at the centre of everything we do.”

A relative told us [person] had a detailed personalised care plan which was updated whenever their needs changed. They confirmed they had access to the care plan, which supported their involvement in reviewing and contributing to the [person]’s care.

Feedback from a professional involved with the service reported case managers were consistently person focused, advocated effectively for people and ensured recommendations were implemented. They told us they received regular positive feedback from people and their families about the support provided and the professionalism of the case managers. Another professional told us the service demonstrated a deep commitment to achieving the best possible outcomes for people.

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’s care was planned and delivered in a way which promoted integration, continuity and choice, reflecting individuals’ circumstances, life history, identity, abilities and aspirations. The provider coordinated support across health, social care and where appropriate education services to ensure people’s wider needs were met. For example, arrangements were made to support a child’s home education and access to play activities alongside their healthcare needs. The consistent oversight from the same case manager and continuity of staff enabled care to remain coordinated and responsive as people’s needs changed. This ensured people received joined-up, flexible care which was tailored to their individual lives and preferences.

People were supported to pursue meaningful activities and interests which reflected their individual preferences and promoted their wellbeing. Relatives told us staff organised activities tailored to people's interests and supported them to remain active and engaged in their local communities. Examples included swimming, disability football, sailing, attending a music studio, cinema visits, pub lunches and long walks. Relatives commented, "The team organise all sorts of activities," and “The team do their best to get [person] doing as much as possible.”

A professional involved with the service told us case managers coordinated complex care effectively and worked closely with multidisciplinary professionals to support continuity of care and rehabilitation.

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

People received information and support in ways which reflected their individual communication needs and preferences. Care plans clearly identified how people communicated and the support they required to understand information and express their views, in line with the Accessible Information Standard. A range of communication tools and personalised approaches were used to enable people who were unable to communicate verbally to participate in decisions about their care.

Staff worked closely with families and professionals to develop a detailed understanding of people’s communication methods, including recognising non-verbal cues and behaviours. This ensured people were supported to communicate effectively and remain involved in decisions about their care as far as possible.

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.

The provider actively encouraged people, their relatives and professionals to share views about the care and support provided. Regular spot checks were completed to obtain feedback about people’s experiences, including the quality of care they received, the staff supporting them and any concerns they wished to raise. A link to an online satisfaction survey was included in all emails from the provider, providing people, relatives and professionals with an ongoing opportunity to share feedback and help improve the service.

Although no complaints had been received in relation to the regulated activity during the period reviewed at the inspection, clear processes were in place to enable complaints to be raised, investigated and resolved appropriately. These arrangements demonstrated the provider’s commitment to listening to feedback to support continuous improvement.

Relatives told us they had not needed to make a formal complaint. They told us they felt confident any concerns raised would be listened to, responded to and appropriately managed by the provider. A relative commented, “If I had any concerns, I just pick up the phone and it’s dealt with quickly.”

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

People had access to the care, treatment and support they needed to meet their individual needs. Case managers coordinated access to specialist services, healthcare professionals and equipment as required, ensuring support remained responsive to people’s changing circumstances.

Care plans provided guidance for staff on when to seek specialist or emergency medical assistance helping to ensure people received appropriate care when it was needed.

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 received equitable care which reflected their individual needs, circumstances and preferences. The provider considered people’s communication needs, personal identities and any protected characteristics when developing care and support arrangements. This ensured people had access to the support they needed to achieve desired outcomes.

Staff adapted their approach to promote inclusion, respect people’s choices and ensure care was delivered in a way which reflected what was important to the person.

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 future care needs were considered as part of the ongoing review and coordination of their support. Care records included clear guidance for staff on responding to medical emergencies, including people’s resuscitation status and the action staff should take if a person’s health deteriorated.

Case managers worked alongside relevant health professionals, including specialist services such as palliative care teams as people’s health and circumstances changed. This supported continuity of care and ensured planning remained responsive to people’s current needs and clinical circumstances.