Cookridge 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 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.People’s care was personalised to their individual needs, staff offered support to suit people’s preferences. Care plans described people’s needs and were written in a person-centred way. Some areas of the care plans needed updating to ensure these where accurate however staff knew people well. A ‘resident of the day’ initiative had recently been implemented to help improve records and to give further opportunity for people and their relatives to be involved in providing 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.The service worked well with partners and was able to source additional support when people’s needs changed. Relationships had been built with local GPs and neighbourhood support teams who offer advice and guidance around people’s care needs. The staff team had been through a period of change and new staff were now in place at the service. The registered manager told us, “We now have the best team we have ever had at the service.” Care was provided by a consistent staff team who knew the people. Staff were provided with training in areas of diverse needs to help ensure a good understanding of the care they needed to provide.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.Care plans included information around how people communicated and how they would need to receive information important to them. Efforts had been made to ensure staff were aware when people needed support communicating and other tools were in place to help ensure choice. For example, some people could not understand written words so staff would show them examples of the food available before their meal to ensure clear communication.

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 and family members told us they were given the opportunity to give feedback about the service and that they were involved with the care. Resident meetings took place on a regular basis, where people discussed all aspects of the service that was important to them, and action was taken when suggestions were made on how the service could improve. Families told us they could approach the registered manager and staff, and efforts had been made to involve families in the service. One relative told us, “Yes, I did complete a survey and a document I had to review. I was invited to everything they did at the home.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. There were no barriers to people accessing the service or their care and support. Out of hours support was in place, covered by the management team to ensure staff always had access to 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 staff had undertaken equality and diversity training. Staff, people and family members did not identify any concerns about discrimination.

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 wishes, if they were able to make them, and those of their relatives, where appropriate, were recorded and met. People were supported at the end of their life by staff who had been trained to do so, and who knew them well.