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 requires improvement. At this assessment the rating has changed to 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 always 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 people being treated with compassion, patience and care by staff who supported them to make their own lunch or playing games with them. People knew staff well and felt comfortable and relaxed in their company, as good trusting relationships had been built, with staff knowing them well.

Health care professionals said, “The residents are treated with dignity and compassion, and their day-to-day needs are appropriately met. The staff appear attentive and committed to the wellbeing of the individuals in their care.”

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.

As staff knew people well, they adapted care to meet their routines and needs. Each person had a keyworker. We were told, due to the special relationship developed between a person and their keyworker, the person had been supported to attend a hospital appointment which they had previously refused, to receive the support and care they needed.

Care plans and risk assessments were detailed, personalised and regularly reviewed with people. People were supported to make choices and take part in activities such as local outings, Church, friendship group and shopping.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were involved with changes to the home including recent refurbishments with samples of flooring and colours being used to help people discuss and chose what they would like. People could have their rooms decorated and personalised how they wanted. Events such as Christmas and Easter were also discussed to see how people wanted to celebrate. People also chose and planned where they wanted to go on holiday each year.

People were encouraged to keep in contact with the families and friends, who also were encouraged to visit with flexible visiting arrangements. Friends and relatives told us they could visit when they wanted and sometimes turned up unannounced but were always made to feel welcome.

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.

Relatives said communication was good and they were kept informed. Records showed staff understood and monitored peoples’ needs and worked with other services when extra support, guidance or information was required. We also observed staff distracting a person who was becoming distressed, which calmed them down in a subtle, discreet way. This showed how the person could be supported in a personalised way to manage their distress and how well staff knew people.

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

Staff spoke positively about the support they were given with supervision, appraisal and training in place. They said they felt supported by the management team. With regular staff meetings and teamwork helping to create a positive and inclusive workplace.

Staff felt the management team were approachable and supportive. One told us, “I can speak to the manager or senior staff if I have any concerns, questions or need guidance. They listen to staff, provide support when needed and encourage us to work together to provide safe, person-centred care.”