Coastal Care North East Redcar and Cleveland

Updated 11 March 2023

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Act.

Inspection team

An inspector carried out the inspection.

Service and service type

Coastal Care North East Redcar and Cleveland is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave a short period notice of the inspection because we needed to be sure the provider or registered manager would be in the office to support the inspection.

What we did before inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local commissioners and professionals who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We contacted 6 people who used the service and 7 relatives. We spoke with the director, registered manager, deputy manager, training officer, finance manager and 6 staff members.

We reviewed a range of records, which included 4 people’s care records, medicine records, staff files and a variety of records relating to the management of the service, including policies and procedures.

Updated 11 March 2023

About the service

Coastal Care North East Redcar and Cleveland is a domiciliary care agency providing care to people in their own homes. At the time of the inspection there were 42 people in receipt of personal care.

Not everyone who used the service received personal care. 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.

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

People were extremely satisfied with the service and felt staff always went above and beyond in delivering the care. They described the little extras staff just did as a part of their job. Staff were passionate about providing good care outcomes and took ownership for their practice.

There were enough staff on duty to cover the care packages. Staff reported the rotas were very well organised and enabled them to easily travel to deliver each care package and have enough time to properly support people. Recruitment practices met legal requirements and the registered manager used a variety of effective strategies to encourage people to apply to work at the service.

Medicines management was effective and closely monitored. Staff who administered medicines had the appropriate training.

The staff used the assessments as the basis for the care records and ensured these fully captured people's need. When necessary, external professionals were involved in individual people’s care. Risk assessments were clear and readily identified how to mitigate them. Staff were familiar with these documents and the actions they needed to take.

Staff had received mandatory and condition-specific training. Staff supervision sessions were regularly completed, as well as spot checks and competency assessments. Staff had received training around the Mental Capacity Act 2005 and associated code of practice and felt confident applying this in their practice.

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. Staff took steps to safeguard people and promote their human rights.

The management team had created an extremely robust governance system, which rapidly identified the smallest of issue, which was then quickly addressed. The registered manager critically reviewed the service and proactively looked at how improvements could be made. Staff told us that the registered manager was approachable and listened to their views. People felt the registered manager was running a good service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was requires improvement (published 9 December 2021).

At the time we found the service had addressed breaches found during the July 2021 inspection, but it was too early to determine if these improvements would be sustained. At this inspection we found the improvements had led to the service safely and effectively meeting people’s needs.

At our last inspection we recommended that kept staff COVID-19 testing under review to ensure best practice and government guidance is followed. At this inspection we found the provider had made improvements.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

This report only covers our findings in relation to the key questions safe, effective and well-led. For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Coastal Care North East Redcar and Cleveland on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.