On the day of our visit we spoke with the owner/manager, staff, people who used the service by telephone. We also visited people in their own homes. They helped answer our five questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led?Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the service, staff supporting them, relatives and from looking at records. We also had responses from external agencies including social services .This helped us to gain a balanced overview of what people experienced when using Coastal Care.
If you want to see the evidence supporting our summary please read the full report.
Is the service safe?
People told us that they felt their rights and dignity were respected. One person using the service we spoke with said, 'The staff are all courteous, polite and respectful when they come into my home, I could not do without them.'
Recruitment practices were safe and thorough. One newly recruited staff member we spoke with said, 'The procedure was very thorough, all my checks had to be in place before I started work here.' Policies and procedures were in place to make sure that unsafe practice was identified and people were protected.
Is the service effective?
People's health and care needs were assessed with them, and they were involved in writing their plans of support they required at home. People said their care plans were up to date and reflected their current support needs. One person said, 'They always check what needs to be done and ask if everything is ok when they come here.'
A relative we spoke with said, 'I live a long way but have had no problems with this agency. 'They provide an effective, safe service which helps mum's independence. I feel comfortable with being a long way away mum is being looked after.'
We found that there were enough skilled and experienced staff so that people had their care delivered at the right time, usually by the same people and in ways they wanted.
Is the service caring?
We spoke with people and their relatives being supported by the service. We asked them for their opinions about staff who supported them. Feedback from people was positive and comments included, 'The girls are fantastic I don't know what I would do without them. ' Also, 'They are so willing to do extra to help if needed.'
When speaking with staff it was clear they genuinely cared for people they supported. One staff member said, 'The agency is good to work for and I love visiting the clients and building relationships with them.'
People told us they had received a visit from the owner/manager of the agency before the service commenced. This was to introduce themselves and carry out an initial assessment. They told us their needs had been discussed and they had agreed with the support to be provided. Records we looked at confirmed this.
People using the service and their relatives, completed an annual satisfaction survey. The owner/manager would analyse the responses and act upon any negative comments.
Is the service responsive?
The service worked with other agencies including social services to make sure people received care and support in a coherent way. This meant people received the right care and support to remain independent in their own home.
Is the service well-led?
There were a range of audits and systems put in place in by the owner/manager to monitor the quality of the service being provided. This helped to ensure people received a quality service at all times.
We had responses from external agencies including social services .They told us they had a working relationship with the owner/manager and staff to make sure people received their care and support they required.