Coumes Brook Home Limited

People said they felt safe living at Coumes Brook and were involved in making decisions about their safety. People were safeguarded from abuse and avoidable harm. Risks to people were managed well. The provider learned lessons when things had gone wrong and took immediate action to manage risks. We saw evidence of thorough investigations being carried out and of lessons learned and embedded into practice. Overall, the provider followed safe recruitment processes and made sure there were enough suitable staff. People were supported to receive their medicines safely. However, documentation in relation to some medicines required improvement. People were protected from the risk of infection, as staff followed safe infection prevention and control practices. The home environment and equipment was kept clean and safe.

People received support from care workers with kindness, empathy and compassion and care workers respected people’s privacy and dignity. People were treated as individuals and their care, support and treatment met their needs and preferences. The provider promoted people’s independence, so they know their rights and have choice and control over their own care, treatment and wellbeing. The provider listened to and understood people’s needs, views and wishes. The provider cared about and promoted the wellbeing of their staff, and they supported and enabled them to always deliver person centred care.

People were at the centre of their care and the provider responded to any relevant changes in their needs. The provider understood the diverse health and care needs of people and of the local communities. People’s care was joined-up, flexible and supported choice and continuity. People were able to share feedback and ideas or raise complaints about their care, treatment and support.

The vision and values of the home were understood by staff and embedded in the way staff delivered care. The registered manager and staff had developed a strong and visible person centred culture in the service and all staff we spoke with were fully supportive of this. Staff told us the management team were knowledgeable, inspired a caring approach and led by example. The provider was in the process of improving their systems for recording, investigating, and monitoring accidents and incidents within the service. People, their relatives and staff were all positive about the way the home was managed.