Expert Care Worcester, a small domiciliary care agency supporting 6 people, was rated Good across all five key questions at its first inspection. Minor recruitment and call punctuality issues were promptly addressed, and people received safe, personalised, well-led care.
Concerns (2)
minorStaff training
: “for one staff member they were missing a reference from their previous employer. The registered manager immediately suspended their duties and sought an appropriate reference.”
minorMissed or late visits: “Electronic call monitoring records (ECM) showed that there were some issues with punctuality and travel time for staff.”
Strengths
· Safe medicines administration with risk assessments detailing prescribed medicines and side effects
· Clear safeguarding processes and staff knowledge of how to report abuse
· Detailed, personalised risk assessments covering mobility, falls and medicines
· Regular staff training, supervision, induction and Care Certificate support
· Person-centred care plans reflecting people's history, preferences and end of life wishes
Quality-Statement breakdown (23)
safe: Staffing and recruitmentNot rated
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Assessing risk, safety monitoring and managementNot rated
safe: Using medicines safelyNot rated
safe: Preventing and controlling infectionNot rated
safe: Learning lessons when things go wrongNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Staff support: induction, training, skills and experienceNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Staff working with other agencies; supporting people to access healthcare servicesNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
caring: Ensuring people are well treated and supported; respecting equality and diversityNot rated
caring: Supporting people to express their views and be involved in making decisions about their careNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot rated
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesNot rated
responsive: Meeting people's communication needsNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
responsive: End of life care and supportNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringNot rated
well-led: Duty of candourNot rated
well-led: Managers and staff being clear about their roles; continuous learning and improving careNot rated
well-led: Engaging and involving people using the service, the public and staffNot rated
well-led: Working in partnership with othersNot rated