The Coach House SBDP1 Limited

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• 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 Requires Improvement. At this assessment the rating has changed to 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 told us they were happy with the care they received and said staff knew them well. A person’s representative told us, “The staff are friendly, [Relative] eats well and feels safe. [Relative] calls it home.”

Care plans were person-centred and reflected people’s preferences, life histories and wishes. Our observations, together with information in people’s care plans, confirmed that staff respected people’s individual needs and wishes.

Staff told us they worked hard to provide person-centred care for people in all aspects of daily living.

A healthcare professional told us, “During my involvement with one resident in particular, the staff team demonstrated an outstanding commitment to providing person-centred care. They have gone above and beyond to understand the individual's needs, wishes and preferences, adapting their approach to ensure the resident feels safe, respected, and valued. Promoting dignity, independence and wellbeing is at the heart of their practice.”

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.

Staff worked effectively with health and social care professionals. Various health and social care professionals visited the home on a regular basis, to review, discuss and respond to people’s requests and care needs.

Staff worked hard to help new people feel welcome and settle into the home, as well as keeping their families and representatives informed.

A healthcare professional told us, “The home is responsive to changing needs and concerns. Staff recognise when residents require additional support and are proactive in seeking advice, making referrals, and working with other professionals to ensure needs are met safely and appropriately. Risk management is balanced with promoting independence and choice, allowing residents to maintain as much control over their lives as possible.

A person’s representative told us, “[Staff] make sure that [Relative] takes [their] medicines, take [them] to the hospital and, if necessary, call the doctor in.”

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

People told us they had information about the care and support they received and people’s representatives told us staff communicated well with their loved ones.

We saw dementia-friendly signs throughout the home, with words and pictures to indicate different areas, such as bathrooms and dining rooms.

A person’s representative told us, “I feel that my [Relative] is quite safe at The Coach House. I often get phone calls and e-mails from them to keep me informed about [their] condition, for example about any falls, or changes to [their] medication. I make a call to them every fortnight. The staff are very kind and caring.” Another representative said, “I feel involved in [Relative]’s care because they send me e-mails regularly explaining what is going on. I get invited to meetings as well. Someone always informs me what happened after doctor’s appointments. They are very good at communications.”

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.

People and their representatives told us they knew how to make a complaint and felt comfortable doing so if needed. People and their representatives also told us the registered manager was ‘very visible and approachable’.

People told us they had opportunities to provide feedback and said there were occasional meetings for people living in the home and their representatives. Most people told us they were kept fully informed of everything going on in the home.

A person’s representative told us, “I have no complaints. My [Relative] can be very awkward, and they are doing their best for [them].”

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

Staff and management supported people to access external healthcare resources when they needed, as well as having regular visits to the home from people such as the GP, dentist, optician and chiropodist. People’s care plans also contained evidence of regular appointments with healthcare professionals.

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’s diverse needs and wishes were assessed, documented and respected. People told us they were supported to continue with things they enjoyed doing, regardless of their age or any disability.

We saw that people were supported to access a variety of entertainment and activities if they wished to take part in them, including trips out in the community.

A healthcare professional told us about a person who had initially struggled to settle into the home and had expressed feelings of frustration and a loss of purpose. They said that, “Rather than simply meeting [person]’s care needs, staff took time to get to know [them] as an individual and understand what had previously been important to [them].”

For example, staff created meaningful, achievable tasks tailored to [person]’s abilities, such as helping with small household tasks, watering plants, and supporting with simple daily routines within the home. The healthcare professional explained, “Through this approach, the resident developed a greater sense of belonging, purpose and self-worth. Staff consistently encouraged and praised [person]’s contributions, helping [them] to build confidence and maintain a level of independence. It was evident that this person-centred approach had a positive impact on [person]’s wellbeing, reducing anxiety and helping [them] feel valued rather than simply being cared for. Within a few weeks [person] was extremely settled which was a huge contrast to when [they were] first there.”

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 were cared for and supported well at the end of their lives. Staff were compassionate and made sure family members were also made welcome and supported as much as they needed.

Management and staff worked closely with palliative care teams when needed, to make sure people were provided with dignified, comfortable and pain free care as much as possible and ensure their needs and wishes were respected.

A healthcare professional told us that, as part of their job, they often needed to speak with people living in the home and their representatives about preparing for end-of-life care. This professional said that people’s representatives had, “Always been very complimentary about the end-of-life care provided by the staff and said they have been caring and good at communication during such difficult times.”

People’s representatives told us, “We have already taken care of [Relative]’s end of life wishes. Funeral arrangements have been discussed.” And, “[Relative] is in the last years of [their] life, and [staff] love and care for [Relative] and are always polite.”