Cottingham Manor Care Home

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. This is the first assessment for this service. This key question has been rated 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.

The service had a ‘resident of the day’ process where all aspects of that person’s care was reviewed. Relatives were asked about the care provided. Relatives told us they were kept informed by staff about their loved ones. A relative said, “I’m informed if [person] has had a minor scratch or tumble. They (staff) ring up, they say ‘everything is alright’. If I’m concerned about anything it’s addressed.”

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’s care and support was integrated with the local community. People were supported to access local services. Various community groups, including schools and nurseries, visited the home. Relatives were included in people’s care. A staff member described how a person’s religious needs were supported through dietary choices and access to local community groups.

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

The service followed Accessible Information Standard guidance. However, none of the staff we spoke with were aware of this. People and relatives were provided with accurate and up to date information about the care at Cottingham Manor via a service user guide, as well as information about various methods of feedback opportunities. People and relatives had access to care records when they requested 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.

There were a range of methods through which the service gathered feedback from people, including regular surveys of people, relatives and professionals. Regular residents’ meetings took place, and some residents acted as ambassadors to gather views of everyone living at the home, even if they did not want to attend meetings. People’s views were used to improve the service. All visitors were asked about their experience of visiting the service. The service documented and tracked complaints. However, these were not used to consider any potential themes or trends.

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

People received equity in accessing the care and support they received. People did not experience any barriers to receiving the care and support they needed.

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.

A staff member told us, “[I] would absolutely raise any discrimination with the provider.” Another staff member when asked about whether there were any equality concerns said, “No, none, definitely not.”

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 had been involved in planning for their end of life, where they wished to do so. Staff had supported people to ensure their care plans contained detailed information about their wishes. A staff member explained, “[People] initially have a care plan and wishes are included in that, making sure GPs and [community matrons] are aware. We have ‘just in case’ medicines in place. We have an ‘end of life’ box for both people and families. Some relatives don’t want to go home, so the box includes a travel kettle, menu, blankets, tea and coffee. [The person’s box] has mouth care, Vaseline, hand cream, shampoo caps, etc.” A relative told us, “Not only did they support [person] but they also supported us as a family, we could not have asked for anything more.”