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Archived: Coastal Home Care (Hove) Ltd.

The provider of this service changed - see old profile

This service is now registered at a different address - see new profile

All reports

Inspection report

Date of Inspection: 23 April 2014
Date of Publication: 24 May 2014
Inspection Report published 24 May 2014 PDF

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 23 April 2014, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members and talked with staff.

Our judgement

The provider had an effective system to regularly assess and monitor the quality of service that people receive.

Reasons for our judgement

People who used the service, their representatives and staff were asked for their views about their care and support and they were acted on.

People had care planning documentation in place which identified their care needs and which included their and their representative's involvement where ever possible. Staff we spoke with told us this information was regularly updated and reviewed.

Recording systems were in place to detail any incidents and accidents which had occurred. We viewed these records. The manager informed us, “I aim to review all incidents and accidents. For example, we recently had an incident that needed the intervention of the emergency services. I was able to follow up in person by calling the family of the person and the hospital where they were taken but a little later, once the dust had settled, we then had the option to refer to the care coordinator for an assessment for additional support and resource.”

We saw evidence of a complaints policy and that arrangements were in place to ensure complaints were handled appropriately to the point of resolution. During the inspection, we saw that the complaints policy was available in the office and in the handbook which was provided for people who used the service. The manager informed us, “Our complaints policy and complaints form is in place and I encourage people to use it if they feel they need to raise an issue.” People we spoke with confirmed they felt happy approaching the manager with any concerns they might have had. A typical response from people who used the service was,” So seldom that we have a problem, but if there is anything I know I can ring the office and speak with [the manager] and it will be dealt with straight away. They put me first.”

People who used Coastal Home Care and their family, friends or professionals were asked to give feedback on their experiences and observations in a satisfaction survey. This provided a picture of how people viewed the service and the care they provided. We reviewed the responses. We noted that the provider asked for feedback and suggestions for improvements to the service. We saw that the feedback received was positive with feedback including, ‘[Relative] is very happy and has a good rapport with her carers.’ The provider may find it useful to note there was no space to record the date feedback was left or room for a manager’s response or indication of a follow up. This showed people who used the service and their relatives were asked for their views about care, support and service delivery and these were acted on.

The service undertook regular audits; these included a monthly monitoring report on management and staffing, mandatory training, specialist training, supervision, missed calls, quality assurance, new care packages, service reviews and complaints. A member of the management team told us, “As we are smaller, we are able to focus on clients and the staff. I have worked in a number of environments and I can see that Coastal Home Care has developed a person centred approach to care. We have the ability to focus on the individual and have time to deliver good quality care.”