Coralyn 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 Good. At this assessment the rating has changed to Requires Improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 55 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The staff treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. We observed staff knocking on people’s bedroom doors before entering. One relative told us “The atmosphere in the home is calm and welcoming.”

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. We found care planning goals were generic and did not contain actions of how these would be achieved. Feedback from relatives expressed they would like their relatives to be involved in more outdoor activities. One relative, said “We would like (relative) to go out for more walks and outdoor exercise if possible.”People told us they liked their bedrooms.

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing. One person did have not access to running water in the sink situated in their bedroom. We raised this concern with the provider, they responded that the person would flood their bedroom if they had running water, however the provider was unable to evidence this risk being assessed and supporting the person in a least restrictive way.

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 told us they felt safe.

The provider did not care about or promote the wellbeing of their staff. They did not support or enable staff to deliver person-centred care. The provider had taken steps to ensure that overseas staff had arrived safely in the United Kingdom. However, we found concerns around the hours staff were working and the impact this would have to their well-being.