The Care Quality Commission
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Coast Community Care

Overall: Requires improvement read more about inspection ratings

Pear Tree Court, Peartree Lane, Bexhill-on-sea, TN39 4PQ (01424) 213433

Provided and run by:
Coast Care Homes Ltd

All Inspections

During an assessment under our new approach

Assessment date: 5 to 15 August 2025. Site visit was undertaken on 6 August 2025.

Coast Community Care is a domiciliary care service providing support to people in their own homes. The Care Quality Commission only regulates services providing personal care and not everyone supported was in receipt of personal care. The service supported 60 people, 50 of whom were in receipt of personal care. People supported included older people living with dementia, people with mental health needs, people with substance misuse and some people with learning disabilities. We undertook this full assessment due to the age of the previous rating for this service.

We found 2 breaches of regulation.

People’s safety was not managed effectively. Not all care plans and risk assessment had been regularly updated. Some risk assessments were missing including those relating to epilepsy and for people living with substance dependency and related issues. Other risk assessments lacked any meaningful instruction to staff about actions they should take when things went wrong. These included people at risk of developing pressure sores. Staff training was lacking with up to 12 members of staff shown in need of urgent training in autism awareness, medicines and diabetes. No training had been completed for epilepsy. A person supported by the Speech and Language Team (SaLT) who was at risk of choking had recorded that they had been given cereals to eat which would have increased a risk of choking. This matter was immediately addressed by the registered manager. Some moving and handling equipment was overdue servicing.

The governance, management structure and auditing process had not been robust enough to identify and then address the issues found during this assessment. Reviews of care plans and risk assessments was inconsistent and did not always involve people and their loved ones. Auditing processes had not been robust enough to identify the missing or incomplete risk assessments, deficits in staff training or effective means of capturing feedback from people, relatives and staff.

The service did not consistently work well with other partners and there was inconsistency in people’s ability to provide feedback about the service. Not everyone had conversations about advanced decisions relating to their care in the future.

However, pre-assessment processes were robust and people had decision specific mental capacity assessments in place. People were supported by a caring staff team who treated them with respect and dignity and promoted their independence.

 

1 June 2018

During a routine inspection

We carried out this announced site inspection on the 1, 5 and 7 June 2018.

The registered manager was given 48 hours' notice of the inspection as we needed to be sure that the office was open and staff would be available to speak with us.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older adults. Not everyone using Coast Home Care receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided.

At the time of our inspection, 14 people were supported with their personal care needs by the service.

Coast Home Care was registered in March 2017. This was their first New Approach Inspection and rating.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People and their relatives placed great value on the friendships that they developed with staff. They felt that staff went beyond all expectations in the care and support that staff provided. Staff would often visit people on their day off to say hello and to spend social time with them.

People were positive about the care provided by the service and said that they felt safe receiving care in their homes. One person said, “Amazing staff, make sure I’m safe and check my life line button before they leave.” Staff recognised the signs of potential abuse and knew the reporting system to keep people safe. People were placed at the centre of their care and their risks were assessed and reviewed regularly to ensure care remained appropriate to meet their needs. There were sufficient numbers of trained staff who had the appropriate recruitment checks to ensure they were suitable for their role. Staff arrived on time for their visits and the right numbers of staff were available to provide the support people needed. People received their medicines as prescribed by staff who had been assessed as competent to give people’s medicines safely.

People and their relatives were involved in all decisions about how they wanted their care and support needs met. People spoke positively about the relationships they had with staff. Staff ensured people consented to the care they received and were aware of how to respect people's choices and rights. People were supported to have sufficient to eat and drink and were encouraged to have a balanced diet. People were supported to access healthcare services when required. People told us staff had the skills and knowledge required to support them. Staff had received training relevant to their role.

People said staff went above and beyond what was expected from them. People and their relatives told us staff and the management team as being extremely kind, caring and friendly. People were placed at the centre of their care and people told us they felt listened to by the staff who supported them. People told us staff always respected their privacy and dignity when providing care and where supported to develop their independence. One person said, “They are very polite and respectful, always encouraging when I need it.”

People were encouraged to give their feedback and views about the quality of the service they received. Communication systems used to share information about people's care and support needs ensured that staff were responsive to any changes. There were systems in place to record and investigate concerns with details of the investigation and outcomes. This meant people were assured concerns and issues were dealt with appropriately. People were encouraged to give their feedback and views about the quality of the service they received. Staff knew people well and people received care in a way they wished to receive care. Care records were personalised, regularly reviewed and updated to ensure they were reflective of people's current needs.

People said the service was well run. Comments included, “Very well run, no complaints at all,” and “Very organised and punctual.” The leadership within the service was strong and an open and a positive culture was promoted. People were supported by caring committed staff. Staff said they felt valued and were listened to by the management team. Staff were confident in their roles and were aware of their responsibilities and said they had access to support and training they needed. Effective quality audit checks were completed regularly to monitor the quality of the service provided. People were happy to recommend the service to family and friends based on their own experiences.