Coxbench Hall

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• 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

This key question has been rated good. People’s care and support promoted equality and protected their rights. The health and care needs of people were understood by staff. The provider reviewed and adjusted staffing levels to ensure people’s needs were met consistently. People were supported by the provider to give their feedback. People’s views were acted on by the provider to deliver improvements.

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 Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People were involved in making decisions about their own care. One person told us “After I lost my balance I use a (mobility aide) when I want to move around.” Feedback from relatives about the care and treatment at Coxbench Hall was mainly positive. Relatives were not always involved with peoples care planning as this was not always required. People and their relatives were regularly asked for their feedback to improve people’s experiences at Coxbench Hall.

The provider implemented a system to ensure regular audits were completed and improvements to the service were identified. The registered manager completed a monthly quality audit. This demonstrated good oversight of the service. Records confirmed the actions taken to improve outcomes for people. A medicines audit was completed daily to ensure consistent best practice. This provided the opportunity for any issues to be identified and acted on in a timely way.

The support provider took action in response to people’s concerns, ensuring a person’s dignity and privacy was upheld throughout the process. The provider acted on feedback from staff to address concerns and improve outcomes for people. For example, staff reported poor practice which was appropriately reported and investigated. The provider consulted with staff when planning events to ensure consideration was given to individual’s preferences to promote the opportunity for as many staff as possible to attend who wished to. The registered manager told us they had an open-door policy and had organised several inclusive events. The manager also told us how they met the religious needs of both staff and people. Staff told us their individual religious needs were understood and taken into account by the provider. Staff told us the manager was consistently approachable. 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 member of staff told us, "I know them [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.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.