Coldwells House

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question outstanding. At this assessment the rating has remained outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

All people and their relatives were extremely complimentary about staff at the service and the support they provided. Comments from people and their relatives included, “They’re smashing. By and large very good” and “They’re amazing, it’s a pleasure to come and visit, it’s such a nice atmosphere, such a difference from his previous care home”.

One person’s relative told us, “Everyone works unbelievably well as a team, they cover each other, including the manager.” The relative gave an example of how well cared for they felt as a relative. They told us how staff were supportive and offered their support in difficult moments.

Staff were passionate about caring for people and were considerate of all their needs. A staff member told us, “I am able to fulfil my passion of caring for people in need, ever since I was a young boy this was my main passion and I am thankful to Coldwells House for putting that trust in me to be able to live my dream.”

Staff demonstrated they fully understood people's histories and life stories and had developed especially strong relationships with them. Staff and the service provider helped 2 people to prepare and organise their wedding reception.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

For example, staff took the time to build a positive relationship with 1 person. The impact of this relationship-focused approach had been significant for this person. Staff at Coldwells House demonstrated a clear understanding of the emotional impact that disclosing sexuality can have for people of the person’s generation. Staff recognised that for someone of the person’s age, sharing this part of their identity may be deeply personal and connected to past experiences of loss, stigma, or the need for privacy. The person who was afraid of being stigmatised now leaves their room if they choose, something they would not have previously done, and does so feeling calm and supported. The person does not feel pressured to socialise, yet they are no longer isolated. This has made a real and meaningful difference to their daily life at Coldwells House.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to have choice and control over their own care and treatment. People were supported to maintain relationships with friends and family and have access to support networks that were important to them.

For example, following a request from a next of kin of a couple living with dementia, and prior to admission, Coldwells House completed a pre-admission assessment to ensure they could meet their needs. The assessment included detailed discussions with family members who knew the couple well and were able to provide valuable insight into their history, values, wishes and long-standing routines. During the pre-admission assessment, the couple were able to clearly express what mattered to them. They consistently stated that they wanted to remain together, to live somewhere they could call home, and to be cared for as a couple. They have been married for over 60 years and throughout the assessment demonstrated a strong emotional bond, sitting together holding hands. A person became visibly upset when the possibility of separation was discussed and expressed that she “just wanted to be with (husband)”. At their previous placement, a social care professional had advised that the couple should be accommodated in separate rooms and that the husband should be restricted from entering the wife’s room at night. When this recommendation was explored, the professional was unable to provide a clear rationale for why separation or restriction was necessary or proportionate, and no risks were identified that could not be safely managed through less restrictive measures. Coldwells House considered this advice against the key principles of the Mental Capacity Act and alongside a human rights-based approach to care, particularly the right to respect for private and family life, dignity, autonomy, and the requirement that any restrictions must be lawful, necessary and proportionate. The provider concluded that enforcing separate rooms or restricting the husband from being with his wife would constitute an unnecessary and disproportionate restriction, negatively impacting both persons’ emotional wellbeing, personhood and sense of identity. Since moving into Coldwells House, the couple have settled extremely well. Staff observe that the wife seeks reassurance if the husband leaves the room briefly, such as to attend appointments, highlighting the importance of their shared environment. Their emotional wellbeing has significantly improved, and they present as calm, secure, happy together and settled. Having their own room together has had a profound positive impact on their quality of life.

In another example, the provider identified during a multidisciplinary meeting that a person was experiencing ongoing anxiety regardless of having access to 2 call bells in their bedroom. As the least restrictive solution the provider suggested a wrist worn call alert that was sourced and implemented within 48 hours. By having their anxiety acknowledged and responded to, and by remaining central to decisions about their care, the person felt reassured, in control, and respected. This has significantly reduced anxiety, strengthened emotional wellbeing, and enabled them to live well despite significant frailty.

The provider was exceptional in how they listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. For example, 1 person experienced periods of heightened anxiety, often presenting as visible distress and upset. This anxiety has been particularly evident during family visits. The person and their relatives shared that they enjoyed walking with their dogs and has had a lifelong love for small dogs. These aspects of the person’s identity remained central to who they were and how they experienced comfort and reassurance. Using this knowledge, staff proactively brought [dog’s name] – a small dog - to the person before her anxiety escalated, rather than waiting for visible distress to develop. When this anticipatory support was provided, staff consistently observed that distress was often prevented altogether, with the person remaining calm and settled. The person wrote, “[Dog’s name] means such a lot to me. She brings me comfort, company, and feeling of being truly cared for. (…) [Dog’s name] is a very special part of my life here.”

In another example, a person living with dementia and a complex trauma history linked to their experiences during the Second World War became confused, anxious, and unsettled, particularly when they were unable to make sense of their surroundings. This could affect their emotional wellbeing and lead to restlessness and distress. Through detailed life history work, staff learned that the person’s early life was shaped by war, displacement, and fear, and that they carried significant responsibility from a very young age, including caring for a baby during this period. This understanding helped staff make sense of the nurturing behaviours the person displayed, such as wanting to protect others.

With this in mind, a therapy baby doll was carefully introduced, along with a pushchair, to support the person in a way which felt familiar, comforting, and emotionally safe. This was done thoughtfully and with respect for their dignity, based on what staff knew about them and their life and identity. The doll therapy resulted in less agitation and emotional distress experienced by the person, improved calmness and emotional wellbeing and care which recognised and respected past trauma.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

A member of staff provided us with feedback on how they were encouraged to step up to a more senior role. The member of staff stated, “I look up to both [registered manager] and [deputy manager] and want to do exactly what they do in management. They have already begun sculpting my path into management, allowing me to join them in managers meetings, allowing me to take part booking in medications and also doing medication orders, they also put their trust in me to complete assessments and care planning alongside them, teaching me everything I know now.”