Coyle Homecare

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People were supported by staff who were patient, caring and attentive. People were treated with kindness and respect. Staff had established caring and positive relationships with people they supported and their relatives which helped them deliver person- centred care that met people’s individual needs. Staff knew people's routines and preferences and were respectful of this.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Relatives told us staff were kind and caring. A relative said, “The carers are all kind and very thoughtful.” Another relative said, “They are very professional. The carers have fitted in well with our family routine and show great respect to us all. The carers are part of the family now.” Staff demonstrated a caring attitude to people, and this was evident from comments relatives made about them.

Staff spoke about people in a respectful manner. They told us they spent time getting to know people well so that they were comfortable in their presence.

An effective care planning and review process was in place. Relatives had input about people’s care through this process. Relatives were encouraged to provide feedback to ensure the service was meeting people’s needs. Concerns raised by relatives were addressed.

Relatives we spoke with told us staff were attentive to their family member’s individual needs and treated them well. A relative told us, “The carer is very kind and genuinely cares for [my family member]…very admirable and absolutely wonderful that [the care worker] has [my family member’s] best interests at heart.” Another relative said, “They are wonderful people and very patient. [My family member] is treated with dignity and respect and the carers include them on discussions about what they would like to do and what they want to eat and drink. They really are amazing. They are very trustworthy.”

Staff told us they respected people as individuals. Staff were knowledgeable about people’s backgrounds, including their cultural and religious beliefs. Staff we spoke with told us they provided care and support according to the person’s preferences and wishes. For example, if a person had expressed a preference to have a female care worker this was arranged by the agency.

Staff had training in equality and diversity and understood people’s diverse needs. Policies and procedures were in place which covered equality, diversity, and discrimination.

People were supported to make choices about their care and support where possible. Relatives were consulted and people were encouraged and supported to go out into the community. A relative told us, “The carers take [my family member] out into the community which [they] really enjoys.” Another relative told us, “The carers are very supportive regarding integrating [my family member] into community life.”

Staff established positive and caring relationships with people they supported and their family members. This helped them deliver person centred care and meet people’s individual needs. Staff knew people's routines and what they liked. Staff promoted people’s independence and encouraged them to do as much as possible for themselves.

Systems were in place to help encourage people to maintain their independence as much as possible, in various aspects of life and daily activity. People’s independence levels were recorded in their care plans so staff knew where they needed assistance. This helped ensure staff had the information they needed to help meet people's needs. People received care and support that was personalised and responsive to their individual needs and their care plans were kept under review to ensure staff continued to meet their changing needs.

Relatives told us they were happy with how staff responded to their family member’s needs. They told us staff were responsive and attentive to people’s needs. A relative told us, “The company are very good at organising any changes that we require. They are very responsive.” Another relative told us, “They are fully conversant with all aspects and how it impacts on [my family member’s] life.”

Staff told us they knew people well. People received care from the same small team of care staff. This meant they could observe changes to people’s health and wellbeing. Care records were detailed and were regularly reviewed to help ensure staff had enough guidance to care for people in a person centred way and to swiftly recognise people’s changing health needs.

Staff told us they enjoyed working for the agency. All the staff we spoke with told us they felt supported and valued by the managerial team. Staff told us they could raise any concerns and they were confident they would be addressed. Staff did not raise any concerns about the culture or ethos of the agency.

The registered manager and care coordinators had an open-door policy. Staff were encouraged to speak up and raise concerns.