We carried out a review of the data available to us about Care and Support Service - Cote Lane on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Care and Support Service - Cote Lane, you can give feedback on this service.
Care and Support Service Cote Lane provides personal care and support to people in their own home. The agency provides care and support for older people, adults with disabilities and people who live with dementia. At the time of our inspection there were 32 people using the service.
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 told us the registered manager and staff were very kind and caring and very good at their jobs. They said they felt safe with their care staff and trusted them. People and relatives were consistently complimentary about the kindness of the staff and the reliability of the service they received. We were told of occasions where staff had gone above and beyond what was expected of them.
The registered manager was very passionate about supporting people who lived in their own home. The registered manager had developed and sustained a positive culture. There was a strong ethos of quality care which ran throughout the service. The registered manager’s leadership of the service aimed to provide high-quality personalised support to people.
The provider recognised that the on-going development of staff skills, competence and knowledge was central to ensuring high-quality care. Staff were well trained and recruited safely, they spoke positively about their role and felt well supported to carry out their roles and responsibilities effectively, so that people received care and support in-line with their needs and wishes.
Staff turnover was low, and people told us they were supported by staff who knew and consistently met their needs. The service liaised with health and social care professionals. People's care and support was planned in partnership with them. They told us they felt consulted and listened to about how their care was delivered. People told us they had never had a missed call and staff attended the calls at the appropriate time and stayed for the full duration of the call.
The registered manager used a variety of methods to check the quality of the service and develop good practice. Staff had a clear vision of what was required of them and were focused on doing so. People were supported to engage in individual and group-based community activities within the village that were meaningful to them.
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.
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 good (published 03 November 2017).
Why we inspected
This was a planned inspection due to the age of the rating.
For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.
Care and Support Service - Cote Lane provides personal care to people living within private accommodation within the provider’s Cote Lane retirement community site. All people who receive personal care from this service live within privately owned or privately rented apartments. All of the people at the service have 24-hour access to staff in the event of an emergency. Calls can range from 15 minutes to six calls a day.
At the time of the inspection, there were a total of 186 people living within the 179 apartments and the registered manager was responsible for the wellbeing of all of these people. Their role was called a retirement community manager. They were supported by the care and support team, a chaplain and the community engagement co-ordinator and a group of volunteers. The volunteers assisted people during coffee mornings and various social events.
People who live within the retirement community have access to facilities such as a theatre/cinema, a chapel, swimming pool, gym, physiotherapy suite, a small shop and hairdressing salon as well as two restaurants. At the time of our inspection, the service was providing personal care to 48 of the 186 people.
The registered manager had resigned the week prior to the inspection. A new manager had commenced in post and was in the process of registering with us. They were available on both days of the inspection. 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 home is run.
At the last inspection, the service was rated Good. At this inspection, we found the service remained Good.
Why the service is rated good:
Staff had a good understanding of safeguarding and knew what to do if they were concerned about the welfare of people or an allegation of abuse had been made. Any safeguarding concerns were investigated with the outcomes fed back and practices changed if necessary in order to prevent reoccurrences. People had risk assessments to keep them safe whilst receiving personal care. This included environmental risk assessments. People told us they felt safe whilst being supported by staff. Staff were recruited in a safe and consistent manner.
Medicines were managed safely with people receiving their medicines appropriately. Regular medicine audits were being carried out. Where errors had taken place, appropriate action had been taken to protect people, including additional training and observations of staff practice. Improvements were being made to ensure the records included more details about the medicines held in people’s dossette boxes.
There was sufficient staff to meet people’s individual needs. People told us staff turned up on time and stayed for the full duration of the visit. Staffing was planned flexibly to meet people’s individual needs. Staffing was in place 24 hours in the event of an emergency or a person requiring support at night. At the time of the inspection, no one was receiving planned care at night.
People had access to a range of health professionals when required. Some people looked after their own health care appointments. People’s nutritional needs were being met.
People had their needs assessed and clear plans of care were in place about how the person wanted to be supported. These were personalised and up to date. People were very much involved in their care. There was an emphasis on encouraging people to be independent as possible enabling them to live independently in their own apartments. People felt confident that their care needs would be met and gave very positive feedback about the staff that supported them. It was evident that the service was very responsive to people’s changing needs and adjustments made to the care and support to enable them to continue to live the life they wanted.
The service was very responsive and people were supported to achieve their aspirations and follow their chosen hobbies and interests to ensure they maintained positive physical and mental wellbeing. People were very much involved in life at Cote Lane and making decisions about their care. Regular meetings were held with people so they could air their views and make suggestions for improvement in relation to care delivery and life at Cote Lane.
Staff were consistently caring and supportive and demonstrated a good understanding of their roles in supporting people. Staff received training and support that was relevant to their roles and the people they supported. Staff were passionate about delivering care that was tailored to the person.
People were provided with a safe, effective, caring and responsive service that was well led. The registered provider was aware of the importance of reviewing the quality of the service and was aware of the improvements that were needed to enhance the service.
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We undertook an announced inspection of Care and Support Services – Cote Lane on Tuesday 9 June 2015. When the service was last inspected in September 2014 there were no breaches of the legal requirements identified.
Care and Support Service - Cote Lane provides personal care to people living within private accommodation within the provider’s Cote Lane retirement community site. All people who receive personal care from this service live within privately owned or privately rented apartments. All of the people at the service have 24 hour access to staff in the event of an emergency. People who live within the retirement community have access to facilities such as a cinema, a chapel, swimming pool, gym, physiotherapy suite, a small shop and hairdressing salon as well as several restaurants and dining areas. At the time of our inspection the service was providing personal care to 43 people.
A registered manager was in post at the time of inspection. 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 felt confident that their care needs would be met and gave very positive feedback about the staff that supported them. People told us their care appointments were completed by staff as required. Staff knew how to identify and respond to suspected abuse and the provider had appropriate policies to guide and support staff.
There were sufficient staff on duty to meet the needs of people who required support. There were processes in place to ensure that staff recruitment was safe and completed in accordance with requirements. People received the support they required with their medicines. There were auditing systems to monitor if people’s medicines were given to them when they needed them and to ensure medicines records were accurately completed.
People told us they received care and support from well trained and competent staff. Staff received regular training to support the people effectively and the provider had implemented a system that ensured refresher training was completed. Staff had the opportunity to complete nationally recognised health and social care training and were supported through regular supervision and appraisal.
Staff understood the Mental Capacity Act 2005 and gave examples of how they encouraged and empowered people to make decisions. People were aware they could summon staff support to arrange or accompany them to an appointment with a healthcare professional.
People’s care needs were reviewed and we saw evidence the service had been responsive when a change in a person’s needs had been identified. People told us they had excellent relationships with the staff and we received very positive comments. People were involved in making decisions about their care and told us that the care they received was in line with their needs and preferences.
People felt the service was responsive and gave examples of when the service had been responsive to their changing care needs through the short term increase in care and support. The compliments log at the service demonstrated a high level of satisfaction from people. There was a complaints procedure and complaints had been responded to in accordance with this procedure.
People understood who the registered manager was and told us they were friendly and approachable. Staff spoke highly of the management and told us there was a good team ethos which reflected positively on care provision. There were systems that monitored the quality of service provided to people and staff views were obtained. The registered manager was well supported by the provider.
Our inspection of 21 January 2014 found that not all aspects of the service were safe.
People were not fully protected against the risks associated with medicines. We found recording errors on people's medicine administration records that meant it was unclear if people had taken their medicines or not. The provider wrote to us on 20 February 2014 and told us how they would achieve compliance with the regulation.
During this inspection, we found that improvements had been made. The provider had ensured that people's medicine administration records were accurate and reflected the actions taken by staff.
People told us that they had been involved in developing their care plans and that they had consented to the care and support provided. There were suitable arrangements to manage medication to keep people safe but some attention was needed to the recording of medication. Two people told us that they could manage their own medication.
The staff had had recruitment checks before they were employed to make sure that they were suitable to work with people. They also had provided information about their qualifications and experience to show that they had the skills to work with people. Staff received more training to keep their qualifications and skills up-to-date. Three people told us that the staff had the right skills and experience to meet their needs. One person said staff 'know what they are doing.'
There were arrangements to monitor the quality of the service provided and people were asked their views about service. There are also arrangements to make sure that risks were managed and people were kept safe.
During our visit we saw care staff interacting with people in a positive and encouraging way.
People's needs were assessed before they started to receive a service. Care plans we viewed gave clear guidance to staff on how the person liked that support to be provided. Staff we spoke with told us that the care plans were clear and that they were up to date.
People we spoke with told us that they liked the care staff and felt safe.
We spoke with five members of staff who were clear on the different types of abuse that they could come across. They explained to us the actions that they would take if they suspected abuse.
Staff we spoke with told us that they felt well supported in their roles. They said that the management were very approachable and supportive.
The service consulted regularly with staff, people who used the service and their relatives about the quality of the service. We saw evidence that the service took account of this feedback used it to improve the service.