You are here

Coastal Care North East Redcar and Cleveland Requires improvement

The provider of this service changed - see old profile

We are carrying out a review of quality at Coastal Care North East Redcar and Cleveland. We will publish a report when our review is complete. Find out more about our inspection reports.

Inspection Summary

Overall summary & rating

Requires improvement

Updated 20 February 2020

About the service

Carewatch Redcar and Cleveland is a domiciliary care service providing personal care to 83 people in their own homes.

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

Medicines were not always managed safely and accurate medicines records were not kept. Although people told us they felt safe, risk assessments were not always in place. Therefore, staff did not have all the information necessary to minimise risk.

There were enough staff to meet people’s needs. People told us staff were sometimes late to calls and did not always call to let them know. Staff were not always given the opportunity to meet people before attending care calls. They also did not always have all the necessary information they needed about the person in advance.

New staff were not always recruited appropriately. The provider had not always obtained a full employment history from staff before hiring them but was conducting other pre-employment checks.

The provider did not ensure care plans contained relevant information. They did not include full details of people's health needs and conditions, their preferences and views in relation to their care. This meant staff did not have access to all the information necessary to provide safe care.

The provider’s quality assurance checks had not identified errors in records or missing information.

Staff had the skills and knowledge to meet people’s care needs. Staff training was being reviewed and updated and a new training officer had been appointed to oversee this. Staff supervision meetings had not been happening regularly but the new management team were addressing this. Staff we spoke with felt supported.

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.

The provider was not correctly recording mental capacity assessments or best interest decisions. We have made a recommendation about this.

The provider worked with other agencies to ensure they received professional advice and support when needed. Care workers respected and promoted people's privacy and dignity. Complaints were handled appropriately.

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

Rating at last inspection and update

The last rating for this service was requires improvement (published 9 January 2019). The service remains rated requires improvement. This service has now been rated requires improvement for two consecutive inspections.

At the last inspection there were breaches of two regulations. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection enough improvement had not been made and the provider was still in breach of two regulations.

Why we inspected

This was a planned inspection based on the previous rating.


We have identified breaches in relation to managing risk, safe management of medicines and good 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 20 February 2020

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 20 February 2020

The service was not always effective.

Details are in our effective findings below.



Updated 20 February 2020

The service was caring.

Details are in our caring findings below.



Updated 20 February 2020

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 20 February 2020

The service was not always well-led.

Details are in our well-led findings below.