Courtyard Mews

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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

We identified one breach of regulation in relation to Person Centred Care.The service was not responsive. People did not receive person-centred care from staff. People were not involved and consulted in decisions. People and their relatives told us there were limited reviews carried out to ascertain if they required any changes to their care packages. We found people’s care records were out of date and not accurate. Some assessments completed were generic and not individual to the person or their homes.

This service scored 62 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People did not experience person-centred care; the registered manager did not consult with them on how they wished their care and support to be delivered. People told us they were not involved in reviews and did not have copies of their own up to date care plans. One person told us, “The social worker came out. My care plan has not been put in there. I don’t have a copy. I've got an older copy.” They went on to say, “There's nothing in this folder - there's no information whatsoever.” People were supported by an inconsistent team of staff and were not informed of who would be attending their visit. This meant people were unable to forge working relationships and establish routines with consistent staff members. When people voiced their concerns, they were not listened to. One person said, "Different carers all the time. I say to them please let me know if there's different carers and they don’t. Times change. I have to repeat myself."

Staff did not consistently support the same people and did not have full opportunities to get to know people well and learn how they liked their support to be delivered. The registered manager told us that staff were allocated to support different people which helped when covering sickness. They said this means all staff would support all people, however, they had not considered people’s preferences and continuity of care. Staff were not furnished with up to date information about people and how they wished to be supported. Care records did not detail people’s preferences and wishes.

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.

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.