Coastal Care Agency

Updated 2 August 2026

Date of assessment: 18 August – 26 August 2026. The service is a care at home service providing care and support to older adults and younger people. At the time of our assessment there were 14 people receiving the regulated activity of personal care. We assessed the quality statements from all the key questions; safe, effective, caring, responsive and well-led and the overall rating has remained good.

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.

Updated 2 August 2026

People were extremely positive about the quality of their care and the service they received.

One person told us they had transferred from another agency because, “Coastal Care provide an excellent service.” Another person said, “I highly recommend this highly professional service, it’s excellent in every way. There are no improvements that could be made on the level of care provided.”

People said they felt safe with their care workers. For example, a relative said, “[Relative] feels safe and happy with the consistency of staff calling. They arrive in the timeframe agreed and they have never missed any calls.” Another relative said, “I highly recommend them, they provide a very personalised service in a safe and effective manner.”

People and family members confirmed they had been involved in planning their care and making decisions as to how care should be provided. A relative told us, “The care plan was discussed and agreed by [Relative] and I have a copy.” Another relative said, “We have full access to the paper records, the care plan is comprehensive and the service meets [Relatives] needs.”

People also told us they thought staff had been adequately trained to deliver their care. One person said of the staff, “They are very well trained and that’s all I can say.” A relative told us, “I am confident that [Relative] is in safe hands with well-trained carers.”

People said staff were kind, respectful and they were treated with dignity. One person told us, “Staff are very respectful when arriving at our home.” Another person said, “Staff are very respectful and always treat [Relative] with dignity. They are kind and really do a wonderful job.”

People’s independence was promoted. A relative said, “[Relative] is very independent and the staff respect this and allows [Relative] to do as much of their own care as possible.” Another relative said, “The carer really encourages [Relative] and gets them motivated.”