Coastal Care Agency

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 provider met people’s needs. At our last assessment we rated this key question good. At this assessment 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.

The provider 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.

People and relatives, we spoke with described the care as being person-centred and spoke positively about the care being delivered. One relative said, “The care records are written well and accurately describe [Relative].” People were consulted with about changes to their needs or decisions about them.

Staff confirmed they always had sufficient information about people to enable them to support them safely. People and family members also confirmed they had access to their care plans.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People and relatives, we spoke with were very satisfied with the care and treatment they received. The service worked flexibly and in a joined-up way with relatives to ensure peoples’ preferences and needs were noted and catered for. People told us they had a regular team of staff who visited and knew them well. One person told us, “We have the same carers on regular basis.” Another person told us, “Carers arrive at a time that suits me and they do anything I ask.”

The provider understood how and when to share information or make referrals for specialist assessments or support.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People's communication needs were identified during their initial assessment and care records provided information about what people's communication requirements were and were considerate of the Accessible Information Standards. Information was kept securely as possible.

People and family members did not identify any communication issues with care staff. Relatives told us they were kept informed when changes happened in people’s care needs. One person told us, “The manager is easy to contact and will phone me and arrange to meet to review the care.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The provider had a complaints procedure in place and people and family members were provided with information as to how to complain. People and family members were also able to raise concerns via surveys or during visits by the provider. One person said, “We have never had any issues or complaints.” Another person said,” The manager was very thorough with explaining how the company operates and their complaints process.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People’s needs and what reasonable adjustments they needed had been implemented to ensure people had equal access to services. There was an on-call system covered by the provider and a senior carer to ensure out of hours support was available to ensure people could access the care, support and treatment they needed when they needed it.

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.

People were treated equally and their care and treatment adapted to meet their individual needs. Care staff had access to policies and completed a range of training to support their understanding of people’s rights, discrimination and inequalities. People and family members did not identify any concerns about discrimination or protected characteristics.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People’s wishes for their end-of-life care where appropriate had been discussed and noted such as their wishes around do not attempt cardiopulmonary resuscitation (DNACPR) and these were recorded in care plans. Staff worked jointly with the community nurses for people at the of their end of life.