Best Options Agency was rated Good overall at its first inspection following registration in March 2021, with all five key questions rated Good. Minor concerns were noted around inconsistent care records, sharing of lessons learned with staff, and one isolated dignity issue, all of which the provider committed to addressing.
Concerns (3)
minor
Record keeping
— “Some of the care records were not consistent. For example, in one person's care plan there was no reference to continence needs, but in their support plan it identified the person needed support with continence needs.”
minorIncident learning — “Systems and processes were in place to learn lessons from events. However, it wasn't always clear how these were shared with staff and acted on.”
minorPerson-centred care — “[Staff] leave [person's] door open and we call all see.”
Strengths
· Medicines were managed safely with regular audits and clear records
· Effective infection prevention and control systems in place
· Staff received detailed induction, regular training, supervision and appraisal
· Care was personalised with detailed care plans reflecting people's preferences
· Positive, supportive, person-centred culture promoted by leadership
Quality-Statement breakdown (21)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Assessing people's needs and choices; delivering care in line with standardsGood
effective: Staff support: induction, training, skills and experienceGood
effective: Staff working with other agencies; supporting people to access healthcareGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisionsGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure choice and controlGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop relationships and avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportNot rated
well-led: Promoting a positive, person-centred culture; working in partnershipGood
well-led: Managers and staff understanding roles, quality, risks and duty of candourGood
well-led: Engaging and involving people, the public and staffGood
well-led: Continuous learning and improving careGood