Cordelia 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 told us they had been involved in planning their care and reviews where possible. Care records were person centred and included how the person wished to be supported. One staff member told us, “The care plans are really helpful. By reading them I got to know the resident before I started working with them, things they liked and things they needed."

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 received support from a consistent staff team. One person told us, “Staff know and understand my needs.” Staff worked well with external professionals, for example, chiropodists and social workers who visited the home regularly to support people.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff told us people’s communication needs were recorded in their care plans. During our visit we observed staff communicating effectively with people. One staff member told us, “Some residents have dementia and can’t speak but we know what they are saying by watching them because we know them. Like [Person] turns their head if they are not hungry”. If required, written text could be translated or enlarged to provide people with information in a format, accessible to them.

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 using the service and their relatives told us they felt listened to by the staff team. We saw examples of feedback gathered from people and relatives regarding the overall service they received through regular reviews and annual surveys. This included ensuring people were happy with the service provided and any suggestions for improvement. People and relatives knew how to complain, if needed. We saw when complaints had been received these had been recorded and responded to promptly by the registered manager, in line with the provider’s policy.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The management team understood how to access specialist support should this be required and had development strong links with the local health and social care teams. One staff member told us how they encouraged people to participate in a range of activities such as singing, gentle exercises and board games. “It’s important for them socially, I really enjoy my job, and I like to make at least one person smile every day."

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. Relatives spoken with said they felt their loved ones were safe and happy living at Cordelia Court. During our visit we observed positive interactions, people appeared comfortable and relaxed when engaging with staff. Staff had received training in equality and diversity and demonstrated a commitment to promoting people’s rights and choices when supporting them.

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. Staff worked in partnership with health professionals to support people to make informed decisions about their end of live wishes to ensure the service provided this in line with the person’s wishes, in a dignified way.