Coastal Homecare (Hove) Limited

On this page

• 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 good. At this assessment, the rating has remained 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.

Care plans were person centred and included specific preferences to enable staff to deliver care and support in line with people's wishes. People were involved in the development of their care plans and felt their needs and wishes were heard and adhered to. One person told us, “Yes, we have a care plan. It is my plan in my house, and yes, it has been talked through when we started using the agency and many times since”. Daily notes reflected that care had been delivered in a person-centred way. Routines were followed closely when this was important to people. Professionals also spoke highly of the approach from staff to ensure care is delivered in an individualised way. One told us, “People I know under Coastal’s care have very complex needs. The service is good as far as I am aware, they respond to concerns raised and demonstrate flexibility in their care to meet people’s needs.”

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.

People mostly received care from the same staff who understood their needs, choices and wishes. People were able to see who would be visiting them in advance of the care calls. Any changes were communicated from the office. Staff supported people to access other health or social care professionals if needed and they would help with communication between services as and when needed, for example, upon admission to hospital.

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

People had access to information regarding the service, which included information about what would happen before the service began, what could be expected, and how to raise concerns or complaints if these occurred. Staff and management recognised and responded to people’s individual communication needs. These were recorded in care plans, and where required, information was provided in alternative formats. People were supported to use additional equipment to communicate, should this be required, and staff had appropriate knowledge to assist with this.

Staff received training in GDPR (General Data Protection Regulation) and understood the importance of consent and confidentiality. Records were kept safely and securely, and were accessible to people and their relatives should they wish.

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 relatives described positive relationships with staff, management and the office team. People told us they would feel comfortable speaking up, although they had not needed to. One person said, “I have never complained but I know how to do this if needed.” Those who had raised complaints felt these had been resolved quickly.

Feedback was gathered through regular spot checks and telephone calls. Where issues were identified, suitable actions were taken and recorded. Concerns were monitored so any emerging themes could be addressed and used to improve practice across the service.

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

People were supported to access external health care professionals when needed. Staff spoke of confidence in making referrals as needed or contacting the office, which could do this on their behalf. Daily notes detailed professionals being contacted appropriately. The service had an out of hours facility which was run in house so people and staff could gain advice or raise any concerns at all times as needed.

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.

There was a strong ethos across staff and the management team that people had the right to be treated fairly and to receive care and support which met their individual needs. Staff had undertaken equality and diversity training, which they applied to their daily practices. People were supported to have positive experiences and achieve positive outcomes, which were in line with their needs and wishes. This helped ensure people received equitable care and experienced positive outcomes regardless of their background or circumstances.

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.

Staff had received appropriate end of life training and understood the importance of compassionate, person-centred care at this point of someone’s life. There were good working relationships with other professionals to ensure people were appropriately cared for.

People and relatives told us they were involved in future decision making where this was relevant. Where people had expressed wishes regarding the end of their lives, this was clearly documented in their care records. Where people had Do Not Attempt Cardiopulmonary Resuscitation (DNAR) orders in place, this was clearly shown in their records. Records also showed that those who held lasting power of attorney were involved in planning and review discussions, with consent arrangements clearly recorded. This enabled people to have their wishes honoured even if they could no longer express themselves.