Coastal Care Agency

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant the service was consistently managed and well-led.

This service scored 71 (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 had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities.

The provider had a clear aim of providing a person-centred service which promoted people’s rights and independence. Leadership culture was seen to be positive and proactive in recognising where some improvements were needed. The provider understood the needs of their local communities and were keen to develop the service to meet local needs.

The provider understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce. The provider had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

The provider was regularly involved in the delivery of the service. Staff we spoke with were all very positive about working at Coastal Care Agency and they described the provider as approachable and responsive.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard.

The service had created an environment where staff were able to speak up and raise concerns when needed. Regular meetings between the provider and staff took place. Staff were given opportunities to discuss performance via a supervision and appraisal process.

The provider demonstrated an inclusive and fair culture by ensuring equality and equity for people who worked for them.

The staff we spoke with spoke positively about their experiences of being recruited and working at Coastal Care Agency. The provider told us they had experienced difficulty with local recruitment due to the rural location and accessibility.

The provider did not always have clear, regular systems in place for good governance. They did not always identify areas of risk and effectively complete some records. The provider addressed and acted during the inspection to address any concerns we found.

The provider implemented more structured recording systems during the inspection to ensure they could capture more information about the oversight of the safety and quality of the service. Records used for managing risks associated with care and treatment were also improved during the inspection.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people.

There were systems in place to ensure the provider worked in partnership with other agencies, staff and people. The provider expressed an open positive attitude to receiving support and understood how and where they could access support. Relationships with the local GP practices and their staff were seen to be working well together.

The provider focused on continuous learning and improvement across the service. They strived to deliver good experiences, outcomes and quality of life for people. They actively contributed to safe and effective practice.

There was a drive for improvement and development by the provider evident during the inspection. They were keen to promote good practise and continuous development in the service. The training records showed some delays in staff completing essential and or refresher training. The provider responded immediately and planned with staff to complete this. There were processes for seeking and reviewing feedback from people, family members and staff to ensure learning was implemented leading to overall service improvement.