Cowdray Club
Recorded Key Question grade range: 4 — Good View on Care Inspectorate
Key Question scores
Requirements & recommendations
1. To support people’s dignity, comfort, and independence during mealtimes, the provider should ensure that all people are supported to safely eat and drink. This should include, but not be limited to, ensuring that people have access to any equipment or adaptations they need, and that staff provide support in accordance with individuals’ care plans. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS), which state: “If I need help with eating and drinking, this is carried out in a dignified way and my personal preferences are respected” (HSCS 1.34) And “I can enjoy unhurried snack and mealtimes in as relaxed an atmosphere as possible” (HSCS 1.35).
2. To support people’s health and wellbeing the provider should ensure that all aspects of healthcare support are consistently delivered in line with people’s assessed needs. This should include, but not be limited to, ensuring that fluid intake, catheter care, and bowel care are appropriately monitored, documented, and followed up on to support timely responses to changes in health. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS), which state: “My care and support meets my needs and is right for me” (HSCS 1.19) And “Any treatment or intervention that I experience is safe and effective” (HSCS 1.24).
1. To support people's health and wellbeing and improve the quality of their care, the provider should ensure that all care planning, records and associated documentation is consistently accurate, detailed, and reflective of people’s current needs and legal status. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS), which state: “My personal plan (sometimes referred to as a care plan) is right for me because it sets out how my needs will be met, as well as my wishes and choices” (HSCS 1.15) And “I experience high quality care and support because people have the necessary information and resources” (HSCS 3.18).
1. By 1 July 2025, to ensure that people’s health, wellbeing and dignity are upheld, the provider must ensure that all people consistently receive the support they need to eat and drink throughout the day, enabling them to do so safely, comfortably and with dignity. To do this, the provider must, at a minimum: a) Ensure staff are available and responsive to support people with eating and drinking at all times, including during snacks and mealtimes. b) Ensure people have been provided with any required equipment, adaptations or support that they require to eat and drink. c) Promptly address any identified concerns related to weight loss through appropriate assessment and intervention. d) Ensure that people’s personal plans clearly reflect their nutritional needs and the level of support they require. This is to comply with Regulation 4(1)(a) (Welfare of users) of The Social Care and Social Work Improvement Scotland (Requirements for Care Services) Regulatio2. By 1 July 2025, the provider must ensure that people’s health and wellbeing needs are consistently assessed, met and monitored to promote positive outcomes and prevent avoidable harm. To do this, the provider must, at a minimum: a) Monitor pain levels using appropriate, evidence-based assessment tools, and respond promptly and effectively to any signs of discomfort or distress. b) Support and monitor bowel health, ensuring timely follow-up where concerns are identified. c) Provide oral care in line with best practice guidance, ensuring this is in accordance with peoples' needs. d) Support with any assessed needs, such as physiotherapy exercises, ensuring these are carried out as planned and evaluated for effectiveness. e) Follow up on any care that is declined or not provided, ensuring appropriate action is taken to address risks and respect people’s choices. This is to comply with Regulation 4(1)(a) (Welfare of users) of The Social Care and Social1. By 1 July 2025, the provider must ensure that all personal plans, daily notes and associated documentation are accurate, up to date, accessible and reflect people’s current needs, preferences and legal status. To do this, the provider must, at a minimum: a) Review and update all personal plans regularly to reflect people’s current care and support needs. b) Ensure daily notes are completed consistently and accurately, clearly reflecting all health and care needs, including the care provided, interventions undertaken and outcomes observed. Documentation should routinely include, where appropriate, records of stress and distress, fluid and nutritional intake, oral care, bowel movements and pain assessments. c) Ensure that Adults with Incapacity (AWI) documentation, is valid, accessible and clearly referenced in personal plans. d) Ensure that people and their legal representatives are meaningfully involved in the development and review of personal plans and are given a
1. To support people’s health and wellbeing and improve the quality of their day, the provider should support all people, including those who may lack capacity, to take part in meaningful activity that promotes purpose, stimulation and connection. This is to ensure care and support is consistent with the Health and Social Care Standards (HSCS), which state: 'I can choose to have an active life and participate in a range of recreational, social, creative, physical and learning activities every day, both indoors and outdoors' (HSCS 1.25); and 'I am supported to participate fully as a citizen in my local community in the way that I want' (HSCS 1.9); and 'I get the most out of life because the people and organisation who support and care for me have an enabling attitude and believe in my potential' (HSCS 1.6).
2. To support people’s health and wellbeing, the provider should improve how medication support and administration is carried out for people living in the home. This should include but not be limited to, regular auditing, clear action planning and supporting people to consistently receive their medication as prescribed. This is to ensure care and support is consistent with the Health and Social Care Standards (HSCS), which state: 'Any treatment or intervention that I experience is safe and effective' (HSCS 1.24); and 'I experience high quality care and support based on relevant evidence, guidance and best practice' (HSCS 4.11).
3. To support people’s health and wellbeing and reduce potential stress, the provider should improve how they support individuals who experience stress, anxiety and distress. This should include but not be limited to, seeking and applying guidance from relevant professionals, ensuring that staff consistently follow personal plans and work in accordance with agreed strategies, completing all relevant documentation accurately and promptly, and providing staff with appropriate training and guidance to respond effectively. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS), which state: 'My care and support meets my needs and is right for me' (HSCS 1.19); and 'I am supported to manage my emotional wellbeing, including any trauma or loss' (HSCS 1.10); and 'I have confidence in people because they are trained, competent and skilled, are able to reflect on their practice and follow their professional and o1. To support continuous improvement and promote positive outcomes for people, the provider should ensure that quality assurance and improvement processes are consistently sustained and fully embedded into daily practice. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS), which state that: 'I benefit from a culture of continuous improvement, with the organisation having robust and transparent quality assurance processes' (HSCS 4.19); and 'I experience high quality care and support based on relevant evidence, guidance and best practice' (HSCS 4.11).
1. To support people’s safety, comfort, health and wellbeing, the provider should ensure continued oversight of staffing levels, particularly in the lounge area. This should include but not be limited to, maintaining a consistent staff presence during key times of the day, such as afternoons and weekends, to ensure people receive timely support and supervision. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS), which state: 'My needs are met by the right number of people' (HSCS 3.15); and 'I experience consistency in who provides my care and support' (HSCS 4.16); and 'I am confident that people respond promptly, including when I ask for help' (HSCS 3.17).