Collingwood 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 inspection, 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 79 (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 ensured people were consistently at the centre of their care and support. Staff planned and delivered care around what mattered most to each individual which demonstrated a highly personalised, flexible and responsive approach.

People’s social and emotional needs were consistently met through innovative and meaningful engagement. Opportunities such as pen friendships, community links, themed events and personalised activities reflected people’s interests and life stories.

The service went above and beyond to ensure people’s lifelong interests and wishes were recognised and fulfilled. A “Wish List Tree” enabled people to express meaningful goals, and staff made every effort to achieve them. This included trips to favourite places such as Keswick in Cumbria and afternoon tea by the sea, as well as highly personalised experiences.

People’s cultural, religious and spiritual needs were proactively understood and thoughtfully supported, to ensure care was meaningful and aligned with what was important to them. Staff demonstrated an in-depth understanding of people and those important to them. One relative told us, “They know everyone and all of their families.”

The service actively promoted strong relationships and meaningful involvement with families. A dedicated digital app enabled relatives to receive regular updates, including photographs and detailed descriptions of their loved one’s daily experiences. Relatives valued this as it helped them feel connected and reassured.

Attention to detail in meeting people’s physical needs further demonstrated the provider’s person-centred approach. The home had purchased a foot measuring device to ensure each person’s foot size was accurately assessed and that people had appropriate, well-fitting footwear. This proactive approach recognised that even small, individualised adjustments could significantly improve people’s comfort, safety and independence, as well as reduce the risk of falls. A relative told us, “Staff are committed to supporting their welfare physically and mentally. They are very attentive.”

The provider had a clear understanding of people’s health and care needs and worked with local services to ensure care was joined up, consistent and responsive.

Continuity of care was supported by a stable staff team who knew people well. The service had not used agency staff for over 3 years, which helped ensure consistency in how care was delivered and supported the development of positive relationships between staff and people.

Effective communication systems were in place, including handovers, “flash” meetings and team meetings. These enabled staff to share information, respond to changes in people’s needs and support continuity of care.

The provider gave people and those important to them clear information in ways they could understand.

Records showed the service met the Accessible Information Standard. Care plans set out people’s communication needs and how staff should share information. Information could be provided in different formats if needed, to ensure people received and understood the content in a way that suited them.

The service also used an electronic app which relatives could access to receive updates about their family member’s care. This included photographs and regular updates about daily activities and wellbeing. This supported relatives to stay informed, involved and connected to their loved one, particularly if they were unable to visit regularly.

The provider made it easy for people and relatives to share their views and be involved in decisions about care.

Feedback from care reviews, meetings for people and relatives and surveys was used to shape activities, routines and improvements. Relatives said they knew who to speak to if they had concerns and felt staff and managers were approachable. One relative told us, “I know the management and if I have a complaint I know who to go to.” The registered manager told us they aimed to address concerns early and explained they took prompt action to prevent issues from escalating.

Records confirmed there had been no recent complaints. Information was available to explain how to raise concerns, including how people and relatives could make a complaint if they wished.

The provider ensured people were supported to access the care and support they needed, when they needed it.

There were regular visits from health and social care professionals and staff sought timely advice when changes in people’s needs were identified. This was confirmed by relatives. One relative told us, “The GP goes into the home regularly and I have always had access to discuss things when necessary.”

The environment was accessible and suitable for people’s individual needs. Some limitations around space and storage were identified, which included the occasional use of communal areas for staff training. The registered manager was aware of this and was actively exploring ways to address these challenges. This included involving people in elements of staff training sessions, where appropriate, so they could remain in the lounge, feel included and benefit from engaging and interesting activities, rather than needing to move elsewhere.

Staff and leaders listened to information about people who might be at greater risk of poor outcomes and adapted care to reduce this.

People’s wellbeing was supported through a range of meaningful, inclusive activities tailored to individual needs, preferences and abilities. These opportunities helped promote emotional, social and physical wellbeing to ensure people were not only safe but able to enjoy fulfilling experiences and achieve positive outcomes in their daily lives. One relative told us, “There are always activities at the home. They have ‘Wish days’ and one person wanted to see the swans at the Lake District and they took them in a taxi.”

People were supported to plan for important life changes, ensuring they had sufficient time to make informed decisions about their future, including their wishes at the end of their life.

Staff worked closely with people and those important to them to ensure their wishes and choices were understood, respected and recorded. Staff were aware of any Lasting Power of Attorney arrangements and knew who to contact to ensure decisions were made in line with people’s preferences and legal requirements. Staff also worked in partnership with relevant health and social care professionals to ensure people’s healthcare needs were met during this important time.