Coastal Care Agency

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 good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

The provider and staff always treated people with kindness, empathy and compassion and respected their privacy and dignity.

People and their family members told us staff were kind, caring and respectful. A person told us, “The care staff are very kind to [Relative] and [Relative] likes them.” Another person told us, “I am always treated with dignity and respect. Staff are kind and friendly.”

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

Feedback from people, family members, staff and care plans indicated people were understood and treated as individuals. Care assessments included information about people’s histories and their preferences. A relative told us, “A full history of [Relative’s] history and medical conditions and their likes and dislikes was taken.” Staff treated people as individuals and were considerate of people’s protected characteristics.

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. There were systems in place to ensure people received care which promoted their independence, choice and control.

Care plans reflected what people were capable of doing themselves and what support they required in other areas of their care. People told us care staff supported them to be as independent as possible. Staff we spoke with knew people well and supported people in the way they wished to be supported.

The provider 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.

People’s urgent needs were recognised and dealt with. One person told us, “[Relative] has a lot of health issues, and the staff are aware of these. There have been emergencies and staff have dealt with them in a professional and calm manner and have always stayed until an ambulance arrives.”

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

Staff felt part of a team and were clear that they could speak with the provider and felt that their views, opinions and suggestions would be listened to. The provider encouraged staff to speak up and seek support if they felt they needed it.

Staff confirmed they really enjoyed their work. Staff we spoke with told us they felt very supported by the provider and one of the senior care workers. Staff also had access to the Employee Assistance Programme an external support network provided by the company.