Coghlan Care Ltd

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. This is the first assessment for this service. This key question has been rated 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.

People and their relatives told us staff were kind and caring. A family member told us, “Honestly, so much happier knowing they are there. They don’t just turn up they go above and beyond. The registered manager stepped in when I was unwell and said I will do shopping for [relative]. That was very kind” and “The care worker come to us in a timely way, at the time requested and always smart. They are kind, caring and respectful and meet our needs.”

The registered manager and staff demonstrated a clear passion and commitment to supporting people to live their lives as they chose. Staff made sure that people received compassionate support. Staff had enough time to get to know people and enable them to understand their care and support needs, wishes and choices. A staff member told us, “It’s the little things that make a difference, such as making sure they don’t run out of milk, or drop urine samples to the GP on my way home. One person asked me the other day if I was with them for the whole week and when I said Yes, they said, “We are very happy that you are.” It made me feel proud I am making a difference in their lives.”

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.

There was a strong organisational commitment and effective action to ensure there was equality and inclusion for everybody. Information was sought about people’s characteristics, their preferred routines and the ways in which their care would be provided This meant people’s care was delivered in a holistic and person-centred way.

People's care was planned with them, and they were fully involved in developing their care and support plans which ensured they were always treated as individuals. A family member told us, “I really feel like they go above and beyond. [Registered manager] even visited my [relative] a few times, when in hospital and did this in their own time. [Relative] was so pleased to see them and a friendly face.”

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

People’s independence and choice were promoted. Care plans included information about how to support people in a way that reflected their choices and promoted independence where possible. A person told us, “The care workers help me to remain independent with personal care. It means a lot to me to have this help.” A family member said, “The care staff treat [relative] as an equal. They joke and talk about everyday events. They encourage [relative] to have walks, do light gardening, and drink plenty of water. They talk to [relative] about what they are cooking and encourage them to do household tasks to maintain their independence for as long as possible.”

Staff were proactive in offering prompts and positive encouragement to enable people to do as much as they could for themselves. A staff member told us, “For me, dignity and respect are at the centre of good care. If someone has food on their clothes for example, I’ll gently say, “I know you like this shirt, shall we freshen up, especially if you have visitors”, so helping them to preserve their pride. I always offer choices and involve people so they can decide for themselves.”

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.

Staff were alert to people’s needs and took time to observe, communicate and engage people in discussions about their immediate needs. They found out how to respond in the most appropriate way to respect people’s wishes, needs and preferences. Staff showed concern for people’s wellbeing in a caring and meaningful way. A staff member told us, “You don’t come into care to leave people looking neglected. I care for people the way I’d care for my own parents, and I genuinely love what I do. It’s in my nature to make sure people are looked after properly.”

Staff recognised different ways in which each individual may be communicating discomfort, pain or distress. They told us how they would escalate concerns if they believed this may indicate a deterioration in the health and wellbeing of people.

The provider had enough staff working for the service and was able to provide the necessary time and attention when and if people needed immediate support due to changes in their needs.

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

Staff knew who they were accountable to and understood their roles and responsibilities in ensuring people’s needs were met. They had access to a range of policies and procedures to guide them in their roles and ensured people were cared for safely. Staff told us they felt well supported in their role and the registered manager made themselves available and supported their well-being. A staff member said, “The registered manager wants the best out of everyone and we benefit from that. They are very inclusive in all they do and are one of us.”

The registered manager demonstrated clear passion for supporting staff and developing their skills. Staff had access to regular training and were supported to undertake additional qualifications if they wanted to. A staff member said, “There are good arrangements in place for working flexibly and the registered manager considers caring and other responsibilities which makes things easier to manage.”