Cott's Care Solutions

Updated 24 September 2024

Date of assessment: 26 September to 16 October 2024. This was a responsive assessment to follow up on concerns relating to the management of people’s risks and the management of staff. People’s care requirements and risks had been assessed and information for staff was accessible on the provider’s new care management system. Staff understood people’s needs and they recorded the care they provided. Care plans were in place and gave staff guidance on how to meet people’s needs, however, staff would benefit from more detailed guidance on the management of people’s risks and the early warning signs of declining healthy. We found some inconsistencies in how people’s medicine administration records were maintained. People told us they felt safe being supported by staff. Staff were clear about reporting any concerns to their managers, although, they were not familiar with external agencies, who also have responsibilities to safeguard people and with whom they could also report concerns to. Staff had received the training required to carry out their role. However, safe recruitment practices were not always followed. Effective systems were not being used to ensure the delivery of care was in line with the provider’s standards. Not all staff felt supported in their role, and some had experienced some inequalities in their support and working hours. Prior to this assessment, the registered manager had identified and was addressing staff’s concerns about the culture of the service, communication and some of the provider’s processes.

Updated 24 September 2024

People and their relatives mainly spoke positively about the care they received from Cotts Care Solutions. People told us staff were kind, but they did not always know the names of staff and who would be supporting them. Most people felt staff were reliable, although some people said that communication could improve if staff were running late. People told us they were involved in the assessment of their care, although some people stated they had to initially direct staff on how to support them. Some people were not aware they could access their care records on the provider’s electronic care management system. People and their relatives told us they were confident in raising any concerns with the management team and were mainly assured they would act on their concerns.