CQC report explained · a residential care home
What the CQC found at Coldwells House
Rated Outstanding: inspectors found the home performing exceptionally well.
What inspectors found, March 2022
Coldwells House was rated Outstanding overall; inspectors found exceptionally caring, responsive and well-led care, with safe and effective care rated Good.
Inspectors visited on 7 and 8 December 2021. The first day was unannounced and the second was announced. They spoke with people living there, relatives and staff, observed care, and checked care, medicines, safety and management records.
They found people were safe, their health needs were supported and medicines were managed properly. Staff knew people well and supported their choices, dignity, independence, relationships, activities and end of life wishes.
The overall rating was Outstanding. Caring, responsive and well-led were rated Outstanding. Safe and effective were rated Good. These ratings were unchanged from the previous inspection.
Kind and trusting relationships
Staff knew people well and gave reassurance when people were anxious. Relatives described the care as compassionate and going beyond what they expected.
“People had developed extremely close bonds with the staff who supported them.” from the report
Activities and relationships
The home supported people to keep in touch with relatives and community groups. Activities included choirs, exercise, crafts, social events, church services and virtual sessions.
“Staff had worked in imaginative and flexible ways so this could be achieved.” from the report
End of life care
Relatives gave very positive feedback about sensitive support at the end of people's lives. Managers reviewed care after each death against people's stated wishes.
“Relatives told us the end of life care provided at Coldwells House was exceptional.” from the report
Strong management and learning
Managers listened to suggestions and checked medicines, incidents, infection control, the environment and end of life care. Staff and relatives said communication and support were strong.
“Suggestions made by people, relatives and other professionals were listened to and used to inform how the home was developed.” from the report
Specialist training was still planned
minorInspectors said additional specialist training in pressure care for people with different skin colours was planned. Ask whether this training has now been completed.
“Additional specialist training, such as pressure care for people with different skin colours was planned.” from the report
- 01What specialist pressure care training has staff received since the inspection, especially for people with different skin colours?
- 02How are staffing levels adjusted when people's needs change, and how often do people have to wait for support?
- 03How would you support my relative to make their own choices about personal care, medicines, daily routines and activities?
- 04How would you keep my relative in contact with family, friends and community groups if visiting or going out became restricted?
- 05How would you record and follow my relative's wishes for end of life care?
This inspection covered all five CQC questions and looked at both the care and the premises, including infection prevention and control during the COVID-19 pandemic. This explanation was written from the published report of 17 March 2022 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, December 2018
Coldwells House was rated Outstanding overall; inspectors found compassionate, person-centred care, with Safe and Effective rated Good.
This was a comprehensive inspection carried out on 15 and 16 November 2018. The first day was unannounced. Inspectors observed care, spoke with people, relatives, staff and a health professional, and checked care records, medicines and management records.
The home supported 39 older people, including people living with dementia, mental health needs and physical disabilities. Inspectors found people were safe, their health and nutrition needs were well supported, and medicines were given safely.
The strongest findings were about caring, personalised support and leadership. People had strong relationships with staff, took part in activities linked to their interests, and were supported to make choices. The home had improved from Good overall at the previous inspection in January 2016 to Outstanding overall.
Compassionate relationships
People had exceptionally strong bonds with staff. Staff knew people well and used this knowledge to provide warm, respectful and reassuring care.
“People consistently received very supportive and compassionate care which they said made it a pleasure to live at the home.” from the report
Personalised activities
Activities reflected people's histories, interests and goals. Staff helped people keep important relationships and community links.
“People's activities were engaging and meaningful and tailored to meet their individual preferences.” from the report
Health and nutrition
Staff worked closely with health professionals and acted to improve people's physical and mental health. Meals were enjoyable, and people's nutritional and hydration needs were supported.
“People received exemplary care to promote their health.” from the report
Choice and dignity
People were supported to make decisions about their care, where they spent time and how they received personal support. Staff respected privacy, dignity and independence.
“Staff supported people sensitively, and promoted people's rights to respect, dignity and independence.” from the report
Open leadership
People, relatives and staff said managers were approachable and listened to suggestions. Inspectors found strong systems for checking quality and sharing good practice.
“Very effective systems for working with other professionals and checks on the quality of care ensured improvements to the service were driven through.” from the report
Inspectors raised no specific concerns in this report.
- 01How do you currently check that there are enough staff to meet people's care and safety needs?
- 02How are medicines checked now, and how often are people's medicines reviewed?
- 03How do you find out about each person's history, interests and communication preferences before and after they move in?
- 04How are people and relatives involved when care plans need to change?
- 05What support is available for people and their families at the end of life?
This was a comprehensive inspection of the whole service, including care, accommodation, medicines, records and management systems. This explanation was written from the published report of 28 December 2018 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of Coldwells House
3 rated inspections over 6 years: the service has improved, from Good to Outstanding.
- March 2022Outstandingcurrent ratingstayed OutstandingSafe: GoodEffective: GoodCaring: OutstandingResponsive: OutstandingWell-led: Outstanding
- December 2018Outstandingup from GoodSafe: GoodEffective: GoodCaring: OutstandingResponsive: OutstandingWell-led: Outstanding
- June 2016GoodSafe: GoodEffective: GoodCaring: OutstandingResponsive: GoodWell-led: Good
- June 2013
Report published without a new overall rating.
- June 2012
Report published without a new overall rating.
- February 2011
Registered with the Care Quality Commission on 2 February 2011.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
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11 live-in carers within about an hour of Herefordshire, County of
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £960 to £1,410 a week. 10 can care for a couple. 8 years' experience on average.
“She was very caring, kind and patient to all his needs, she built up a wondetful rapport with him, she was dedicated and was there for him through good times as well as through the tough times”
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.