Coalway Lane

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs. At the last inspection we rated this key question good. At this inspection the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Care plans and risk assessments were reviewed to make sure these met people’s needs and reflected their wishes. A person told us, “I find the staff are always very supportive and treat me as a person not a patient.” A professional said, “People stay in the crisis beds at Coalway Lane from 1 to 2 weeks and we have never had to move someone to hospital as staff actively supported people through their crisis. Staff are so nurturing and kind people don’t want to leave.”

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff worked closely with the local health and social care professionals to make sure people received joined up care, which was tailored to their needs. A professional said, “We have a very good working relationship with the leadership team and staff. The team will quickly look at assessment information and agree if the placement is appropriate and are realistic about whether they can meet people's needs. We find they are responsive, quickly address any concerns such as staff providing useful information at daily multi-disciplinary team meetings and are always looking to improve.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was available in a variety of formats and ways they could understand. Communication plans were in place. Staff told us they had information about, and understood, people’s communication needs.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People and relatives felt the registered manager and staff listened to them and acted on any concerns. The management team appropriately responded and resolved any concerns that were raised. A person said, “The staff are really good and I can honestly say if I needed to raise anything it would be sorted straight away.”

The service made sure that people could access the care, support and treatment they needed when they needed it. The management team understood the diverse needs of people and aimed to provide care, which is joined-up, flexible and supports choice and continuity. They provided services for disfranchised people and those who had really complex needs. This led to people who had found difficulty finding services being able to access Coalway Lane. We found overall outcomes for this group of individuals was very positive. Discussions with staff showed knew how to access specialist health or social care support people might need.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. For example, staff completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The registered manager ensured peoples’ social and healthcare needs were fully considered and met.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. The service design meant it would be unlikely for people to need end of life care whilst there, but staff understood how to deliver e this should it ever be needed. People reported staff were very capable at supporting them to plan for the future. A staff member said, “We always try to give people the best care possible and help them improve their mental health.”