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Coastal Carers Requires improvement

This service was previously registered at a different address - see old profile

Inspection Summary

Overall summary & rating

Requires improvement

Updated 28 January 2020

About the service

Coastal Carers is a domiciliary care service providing personal care to people across Scarborough and the surrounding area. The service was supporting 46 people at the time of our inspection including those living with dementia, learning disabilities and/or autism, physical disability and older people.

Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.

People’s experience of using this service and what we found

The provider’s quality assurance systems were not effective in identifying areas requiring improvement across the service. This led to shortfalls in records not being addressed. The provider took action following our feedback. New systems and processes introduced during the inspection had yet to be embedded.

People received support from regular care workers, who understood their care and support need and provided effective care. The provider did not have up to date training records in place to identify staff training requirements and when staff were due for refresher training.

People felt safe with their care staff. We found gaps in medicines records. This put people at risk of not receiving their medicines given as prescribed. We have made a recommendation about the management of some medicines.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Care was provided in dignified, respectful ways. People’s emotional needs were understood by staff and were well supported. Staff were committed to helping people to maintain their independence and live in their own homes.

The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having opportunities to gain new skills and become more independent.

Care was organised around people’s wishes and preferred routines. Staff encouraged people to pursue their interests and encouraged them to participate in community activities.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

At the last rating for this service was requires improvement (published 19 November 2018).

Why we inspected

This was a planned inspection based on the previous rating.


We have identified breaches in relation to staff training and support and governance at this inspection. Please see the action we have told the provider to take at the end of this report.

Follow up

We will meet with the provider following this report being published to discuss how they will make changes to ensure they improve their rating to at least good. We will work with the local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas


Requires improvement

Updated 28 January 2020

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 28 January 2020

The service was not always effective.

Details are in our effective findings below.



Updated 28 January 2020

The service was caring.

Details are in our caring findings below.



Updated 28 January 2020

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 28 January 2020

The service was not always well-led.

Details are in our well-led findings below.