The Coach House SBDP1 Limited

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.

The service was previously in breach of the legal regulation in relation to dignity and respect. Improvements were found at this assessment, and the service was no longer in breach of this regulation.

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.

The atmosphere throughout the whole service was cheerful, relaxed and supportive. Staff interacted with people in a kind, respectful and caring manner. Care plans were detailed and clearly written. The language used to describe people’s care was respectful.

Staff told us they respected people’s dignity when they supported them with personal care. Staff, people living in the home and their representatives all confirmed that staff knocked on doors before entering and made sure curtains and doors were closed before carrying out any personal care.

A member of staff told us, “I just love the residents and if I can make someone smile, I am happy.” Another member of staff said, “We understand that every individual is different and that personal care needs to be provided at the person's own pace while maintaining their dignity, privacy and comfort.”

A healthcare professional told us, “What stands out most is the genuinely caring culture within the home. Staff consistently demonstrate kindness, patience and compassion, particularly when supporting residents through periods of change or uncertainty. Residents are treated as individuals, and there is a clear focus on understanding what matters most to them.”

People and their representatives told us staff always treated them with kindness and respect. A person’s representative told us, “I have generally been very happy with [Relative]’s care. I visit [Relative] every weekend and, without fail, I am given a cheerful welcome and greeting by every member of staff I come into contact with. I feel many of the long-term staff have a genuine care for the residents and treat them with dignity and respect. Many take the time to tell me about something positive that has happened during the week and make sure a drink and snack are ready, so that I can give them to my [Relative].” Another representative said, “I have been to other places but ‘care’ here is the operative word. Everyone here is great. It’s a loving family environment.”

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.

Staff consistently treated people as individuals and were able to tell us about people’s lives from before they moved into the home, as well as their preferences and interests. We found that some people’s ‘life histories’ were not always clear regarding whether a person actually liked or disliked certain things, although care plans did still provide clear and personalised information about people.

A member of staff told us, “As we get new residents in, I always read their care plans and I also sit with them and have a 1:1 chat to see what their likes and dislikes are food wise and for activities. I feel I have a good knowledge of what our residents’ needs are.”

People’s representatives told us that staff spent time getting to know people, they knew them well and respected them as individuals. A person’s representative told us, “I’m more than happy with the way things are running here. Before [Relative] went there, [they were] angry all the time and would pull things down. Relative has calmed down and things are a lot better. [Staff] encourage [Relative] to walk. They take [them] out in a wheelchair to the beach and restaurant.”

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

People living in the home and their representatives told us they were supported to maintain their independence, had their choices respected and felt they still had control over their lives. For example, people could choose where they spent their time and how to have their bedrooms furnished.

A person’s representative told us, “They help [Relative] to maintain [their] independence as much as possible, for example with eating. When I bring [Relative] to my place, [they] always ask to go home. This indicates that [Relative] is happy there.”

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.

We saw that staff were quick to respond to call bells, as well as being observant and responsive to people’s body language and vocal requests.

People and their representatives said staff responded quickly when they were needed. A person’s representative told us, “My [Relative] is safe there because staff are always there when you need them. I think that there are enough of them.”

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

Staff said they felt well supported and were able to discuss their work with the management. Staff took part in regular individual and team meetings.

Virtually all staff spoke positively about their jobs and told us they were happy in their work. Staff said they had the training needed to do their jobs well and training records confirmed this. People, their representatives and external professionals also told us that the staff seemed happy in their roles.

A member of staff told us, “Staff wellbeing is supported as much as possible and each shift is most times well staffed, except in unplanned instances where staff call in sick at last-minute notice. There is room for career growth in The Coach House, with opportunities to enrol for NVQ courses.”

Another member of staff explained, “The best thing about working in this home is that I am supported by management, and the staff are very cooperative and understanding. The management paid for my NVQ training… Also, if I have any concerns regarding personal or professional matters, management always listens.”