Coastal Care Agency

Some records associated with care and treatment were not always detailed sufficiently. These included records for the safe management and assessments of risks relating to people’s care and needs. These were addressed immediately during the assessment by the provider who is also the manager of the service. Staff were aware of their safeguarding responsibilities. There were sufficient staff employed who were regular, reliable and punctual. Staff had received training and supervision to support them in delivering safe and effective care.

Prior to receiving care people received an assessment of their needs and care delivered was based on evidence and good practice. Staff involved people and those important to them in their care planning. People were, where required, appropriately supported with eating and drinking. The staff team worked well with other organisations and services to support people to manage their health and wellbeing.

Staff treated people with kindness and compassion. Care was delivered with dignity and respect, and individual preferences were upheld. People were supported to make choices about their care, and staff responded to any changing needs. People were encouraged to maintain their independence. The staff team felt supported and valued by the provider. Staff understood their roles and responsibilities and were all positive about working for Coastal Care Agency.

People and their relatives were able to give feedback on the care and service. The service contacted emergency services when required. There was a system in place for responding to concerns or complaints. People’s end-of-life wishes were noted and reflected in their care records where relevant.

The governance processes in place to monitor the quality and safety of the service were minimal. However, during the assessment the provider took immediate action to improve those processes to ensure they captured more details. The service worked well with external professionals, and people experienced positive outcomes.