The Care Quality Commission (CQC) has rated Coldwells House in Herefordshire as outstanding for the second consecutive time, following an inspection in December.

This was carried out as part of CQC’s commitment to inspecting a proportion of services rated good and outstanding to ensure they are still providing high quality care and should retain these ratings.

In addition to the service being rated outstanding overall, the care home is rated outstanding for being caring, responsive and well-led. It is rated good for being safe and effective.

Coldwells House is a residential care home providing accommodation for people who require nursing or personal care. The service provides support to older people, some of who may live with dementia, mental health support needs or physical disabilities. At the time of this inspection there were 38 people using the service.

Amanda Lyndon, CQC’s interim head of adult social care inspection, said:

“When we inspected Coldwells House in Herefordshire, we found a caring, nurturing culture that encouraged people to have ambitions and staff supported them to make these happen. Staff understood what mattered to people and were positive about working at the home, telling us they were well supported by an approachable management team.

“Relatives were extremely complimentary about the way their family members were cared for, with both their physical and mental well-being looked after. People could do a wide range of interesting activities such as participate in choirs, do gentle exercise, practice their faith and keep in touch with others who are important to them, enabling them to enjoy life to the full.

“We found people were involved in making decisions about how they preferred their safety to be managed. Staff understood risks to people and took action to help them to stay as safe as possible, whilst still allowing them freedom.

“Leaders and staff are thoroughly deserving of their second consecutive outstanding rating and should feel proud of themselves for all their hard work and dedication. Other providers should read this report to see what they could learn from Coldwells House.”

CQC found the following during this inspection:

• Suggestions from people, relatives and other professionals were listened to and used to inform how the home was developed.
• People were supported at the end of their lives in ways which reflected their choices and wishes. Relatives told us the level of dedication and support from staff at this key stage in their family member's lives had had a profoundly positive impact on their family members and them.
• People had built extremely trusting and caring bonds with the staff who supported them. This gave people the confidence to ask for support when they wanted it. Relatives highlighted these bonds had a very positive impact on their family member's wellbeing. Staff ensured they promoted people's rights to dignity, privacy and independence.
• Peoples needs were assessed and regularly reviewed. Staff worked with other health and social care professionals so people's physical and mental health needs would be promoted. Relatives told us staff were skilled at assisting their family members and promoting their rights.
• 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 premises were used in ways which supported people to move around the home and promote their well-being.