Coxbench Hall

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

People were encouraged to express their views and make decisions about their care. The provider completed surveys and acted on feedback from people. For example, people chose which activities and trips they preferred and provided feedback on meals and menu choices. People's privacy, dignity and independence were well respected and promoted. People were able to receive their visitors at times to suit them. Relatives told us they felt welcome in the home.

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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

The site visit identified where opportunities had been missed to always document peoples’ choice and control in regular care records. There were some good examples where this had been done and the managers were doing more work with staff to improve this. The registered manager described action being taken to better capture choice in the electronic care recording system. Staff understood how to support people to make choices. Staff told us they knew people and their routines well. One staff member told us, "I listen to what the residents want and always try to respect their privacy. I adhere to the care plan." Another staff told us, "I know people very well in terms of their personalities and needs. We ask them [people] about what they like and want, we don’t jump to conclusions." Staff told us they maintained confidentiality and always treated people with respect. The provider consulted with all staff when planning a staff event. Options for team events were shared with all staff, offering choices of activity, date and time. The provider arranged events in response to the choices made by staff.

People’s care plans contained guidance for staff to follow on how people preferred to make choices. Care records included details for people to maintain their independence, including when staff support was not required. Care plan review records evidenced people were involved in the reviews of their plans and their preferences had been recorded. For example, one person told us they preferred their set routine, this was recorded in their care plan. People's likes and dislikes were recorded in care plans. These included favourite foods, clothes and important relationships.

We observed people being offered choices throughout the day such as what they would like to do. Staff understood how people preferred to communicate when offering them choices. We saw people taking part in chosen activities such as yoga and bingo. People also had quieter spaces to retreat to such as a reading room or gardens

People were offered choice and had control over their care. Where people chose to, they could access the community. People told us they chose which activities they participated in day to day. One relative told us, "They [relative] go out on day trips, usually in the summer." Another relative told us, "They [the organisation] have a resident and friends and family dinner which is usually themed. This is a much-loved event. They also do barbecues in the summer." People were supported to attend health appointments. Relatives told us they were able to visit people freely. The provider undertook surveys annually to gain feedback from people, for example quality of the service and meals provided. Relatives told us people were offered choices for meals The provider took action in response to suggestions made by people, for example, consideration of improvements to the refresh of toilet facilities and the provision of individual bedding for each room.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.