A HEREFORDSHIRE care home has been rated as outstanding for the second time in a row after Care Quality Commission inspectors visited in December.

The CQC visited Coldwells House in Herefordshire in December, rating it outstanding overall, the care home 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, supporting older people with conditions including dementia, mental health support needs or physical disabilities. At the time of this inspection there were 38 people residents.

Inspectors found suggestions from residents, relatives and other professionals were listened to and used to inform how the home was developed.

Residents were supported at the end of their lives in ways which reflected their choices and wishes. Relatives said the level of dedication and support from staff had a profoundly positive impact on their family members and them.


Relatives highlighted the bonds residents had with staff, telling inspectors that it had a very positive impact on their family member's wellbeing, while staff ensured they promoted people's rights to dignity, privacy and independence.

Needs were assessed and regularly reviewed, and staff worked with other health and social care professionals to meet physical and mental needs.

Residents 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, with the policies and systems in the service supporting this practice.

And the premises were used in ways which supported people to move around the home and promote their well-being.

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.”