Collingtree Park

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

People were listened to and encouraged to give feedback which was then acted on. People engaged in making decisions and leading their own care.

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.

People were involved and listened to. One person told us of their experience of confiding in a staff member when something had happened that had worried and upset them. They said that the staff member listened, managed the situation and fed back to them with an outcome, they said “I felt better I spoke out.” Another person told us that they would talk to a family member if they were worried or one of the care team that they “have a good connection with.” A relative told us, “Staff are fantastic, they will do anything for my relative, and they are very good at telling me what is happening.” Another relative told us they get regular updates from staff on their family member, they said, “We are very happy with service.” One person told us about the resident meetings but said they would like more information on the current staff team to be shared at those meetings as they were not always sure if staff were on holiday or had left the service. One person told us that they had not felt well informed about a decision to a change of a health care professional, they said this was “Without my consent or explanation.” We fed this back to the provider for review.

Staff told us there were regular meetings held with residents and relatives. Staff said the complaints procedure ensured that complaints were acted upon. Staff gave us an example of where a relative complaint had driven a change in staffing numbers in one area of the home. A staff member told us that people and their relatives or advocates participated in planning their own care and care plans reflected people’s choices and preferences.

The provider had a complaints procedure in place which the management team oversaw to ensure complaints were managed appropriately. Procedures ensured that people, their relatives or advocates participated in planning and reviewing their own care. There were regular opportunities for people to share feedback including resident and relative meetings, and one to one opportunity with staff. There was evidence of action taken on feedback including the provision of transport for accessing the community more often and extra staff in some areas of the home.

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.

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

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.