Coldwells House

Updated 24 October 2025

Date of the assessment: 26 November to 2 December 2025. Coldwells House is a residential care home, supporting up to 42 older people who may be living with dementia, physical disability or with mental health needs. At the time of our assessment, 40 people were living at the service.

An unannounced inspection took place to review the quality of care and compliance with legal regulations. We assessed the service due to concerns received about poor management of medicines.

The home had a very well maintained environment and grounds which were used by people, their friends, and relatives. There was a positive culture and atmosphere at the home and visitors were welcomed with no restrictions. People’s food and fluid needs were met and people told us they enjoyed the food. Care plans were detailed and person-centered, and medicines were administered safely. Risk assessments were in place and regularly reviewed.

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care which met people’s individual needs. Staff had a good understanding of safeguarding processes and respected people’s wishes. Where people were unable to make their own decisions, they were supported in line with the principles of the Mental Capacity Act 2005.

People’s care needs were assessed appropriately, and care was delivered in line with people’s care plans. The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them.

Members of staff were exceptionally kind and caring. They treated people with dignity and respect. This had a hugely positive impact on people. Care and support for people was personalised and tailored to their individual needs and preferences. People with protected characteristics felt supported. There was exceptional support for people to maintain their independence and retain choice and control over their daily lives.

People had end-of-life care plans which detailed the care and support they wanted and needed to make them comfortable. Families were supported to spend time with their loved ones during the last days of their lives.

The management team had a very clear understanding of the provider’s vision for the care home, which was based on meeting people’s needs and actively involving them in their care and the running of the care home. The provider fostered a positive culture where people felt they could speak up and their voice would be heard. They had excellent quality assurance systems in place to ensure oversight of the service. They used these to manage and deliver high-quality, sustainable care, treatment and support. They always acted on the best information about risk, performance and outcomes. The provider understood and carried out their duty to collaborate and work in partnership, so services worked seamlessly for people. The provider encouraged creative ways of delivering equality of experience, outcomes and quality of life for people. Feedback from staff, relatives and health professionals emphasised this was an extremely well-run and caring service.

Updated 24 October 2025

We sought feedback from 11 people living at the service and 5 relatives. Where people were unable to directly tell us about their care experience, we observed the interactions between people and staff. This approach showed people were included and listened to and staff consistently interacted positively with them. People and their relatives gave very positive feedback about the home and the care people received. Comments included, “The staff know what they’re doing and they know me”, and “There is always someone to help and no time when staff have been unavailable”.

People living at Coldwells House consistently described the home as warm, welcoming and supportive, where they felt safe, respected and genuinely cared for. People told us staff knew them well, responded quickly to their needs and made time for them. Relatives echoed this, saying the home felt “like family” and staff went above and beyond to support both people and those close to them.

Where people could not easily express their views, we observed positive, compassionate interactions that showed staff understood people’s histories, personalities and preferences. Staff used this knowledge to tailor care, prevent distress and promote comfort. Examples included introducing a therapy doll for someone living with dementia, adapting mealtime experiences to reflect someone’s past values and identity, and implementing personalised equipment within 48 hours to ease another person’s anxiety.

People described feeling included, listened to and involved in decisions. They said staff were always available, and we observed calm, unhurried care. Relatives valued clear communication and said changes in people’s needs were explained promptly.

People enjoyed meaningful activities that helped them stay connected, such as knitting groups, community visits and personalised outings. These experiences strengthened relationships, boosted confidence and supported people to maintain independence.

Feedback about end of life care was especially positive. Families told us staff provided exceptional emotional and practical support, enabling them to spend important time with loved ones and feel welcomed and reassured during difficult periods.

Overall, people experienced high‑quality, person‑centred care that improved their wellbeing, independence and daily life. They felt safe, valued and supported by a team that consistently demonstrated empathy, dignity and a deep commitment to achieving positive outcomes. Feedback received from relatives was overwhelmingly positive. One relative told us, “The carers are very good, it’s like family, it’s their personality I like.” As a result of the support people received, they had experienced very positive outcomes. They had been supported to increase their independence, become a part of their community and follow their favoured past times.