Cordelia Court

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care. The service was previously in breach of legal regulation in relation to people’s privacy and dignity. Improvements were found at this assessment and the provider was no longer in breach of this regulation.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. At our last inspection the provider had failed to always protect people’s privacy and dignity. Improvements were found at this assessment and the service was no longer in breach of this regulation. People told us staff were caring. Comments included, “Staff are really nice, I like them,” and “Staff are kind and will always help me.” We found staff to be kind, respectful and patient. We observed staff respecting people’s privacy by knocking on bedroom doors and discreetly offering support when in a communal area. Staff spoke with care and compassion about the people they support and demonstrated a shared commitment to providing good care. One staff member said, “As a team we really care about the residents. We want them to have the best”. Positive feedback was shared from a social care professional, “I wholeheartedly applaud you on your commitment to client care and for the positive impact you have on those people you support."

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Care records captured people’s preferences and needs. Including information about important events in their life history and how they wished to be supported including their likes and dislikes. People’s protected characteristics such as religious beliefs and disability were reflected in care records and staff spoken with understood people’s individual needs and how best to support the person. A staff member told us, “We do our absolute best for the residents. I would like any member of my family to come and live here if the time came."

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People where possible were involved in planning and reviewing their care and support. Records captured their preferences and needs. This included how they wanted to be supported by staff and what the person could do for themselves to maintain their independence. During our visit we observed staff promoting people’s independence by offering encouragement and adapted cutlery which helped people to eat their meal with ease. One staff member said, “It’s important to be respectful and not rush the residents. If you have a little patience, they can do things for themselves. Like [Person] was happy the other day because they managed to brush their own hair."

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People told us there were enough staff to respond to their call bells in a timely way. Staff said, “There are enough staff. The manager makes sure all the shifts are covered,” and “I remember on 1 occasion when we were short staffed the manager stepped in and worked with us providing care, until an extra carer arrived.” The service worked closely with a range of health and social care professionals to ensure people’s health needs were closely monitored, supporting the person to achieve good outcomes.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff spoke highly of the support the management team provided. Comments included “We have supervision. You talk about how you feel, anything you may be concerned about and what to do about it,” and “Every day before I go home the manager asks me if I am okay. How my day has gone and if there is anything I am worried about or need help with. That makes me feel really supported and makes me want to keep coming back."