Coachmans Cottage

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 told us they were in control of their care and staff told us they supported people to receive person centred care. One staff member said, “We sit with people and talk with them. We ask what do you like and dislike, what’s your preference.” People confirmed they were involved in the care planning and review process which ensured care was person centred.

Care plans were mostly centred around the individual preferences and needs of each person and staff accurately described each person’s needs. Missing information about people’s individual preferences and needs that we highlighted to the registered manager were immediately addressed during our inspection. Care plans were updated following changes in needs which meant they contained accurate information for staff to follow.

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 told us they received care and support from a consistent staff group. This was important to them to ensure their needs were met by staff who knew them and their needs well.

The information in people’s care records was accurate, up to date and accessible. This ensured information could be shared with other professionals as required to promote consistent care in the event care needed to be delivered by another provider. For example, if a person was admitted to hospital.

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

Care records confirmed people’s communication needs were assessed and information was available to people in different formats to meet any specific needs as and when this was required.

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 told us they had regular opportunities to discuss their care and care records confirmed this. We saw people were involved in the reviewing of their care needs and these reviews provided people with an opportunity to share ideas and concerns.

There was an accessible complaints procedure in place. However, people told us they had not needed to raise any formal complaints and the registered manager confirmed no complaints had been made within the past 12 months.

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

People confirmed when support from health or social care professionals was required, staff facilitated this in a timely manner. Records we viewed confirmed people were supported to access the right care at the right time. People also told us they accessed the community on a regular basis and participated in activities of their choosing when and where they wished.

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 had completed training around equity and diversity, which helped to recognise, promote and protect people's protected characteristics. Staff showed a good awareness of what discrimination meant and how to challenge any concerns. Care records contained care plans around people’s needs associated with their protected characteristics. For example, we saw people’s religious and cultural beliefs were assessed, planned for and met.

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.

No one was in receipt of end of life at the time of our inspection. However, the registered manager told us how they had supported a person at the end of their life in another service they managed under their registration. This included working with a local hospice and accessing and administering end of life medicines. They also described how they supported to staff to provide person centred care to the individual that focussed on their likes and preferences to keep them comfortable and content.