The Care Bureau Ltd (Stratford-upon-Avon) received a Good rating across all five key questions at its first CQC inspection, supporting 48 older people with a well-recruited, trained workforce and no missed care calls. Minor issues were identified around pressure area care knowledge, inconsistent face mask use, and limited person-centred end-of-life care planning, all of which the registered manager promptly addressed.
Concerns (3)
minor
Staff competency
: “not all staff understood the importance of removing pressure from any area of sore skin. We discussed this with the registered manager who agreed this was an area where further training and support would be given”
minorInfection control: “Staff did not always follow company policy on infection prevention...company policy directed staff to wear face masks on all care calls...People's feedback showed most staff did this but a few staff did not.”
minorEnd-of-life care: “the registered manager agreed more opportunity could be given to enable people to express their wishes about how, and where, their care should be delivered at this time during end of life care.”
Strengths
· People and relatives consistently satisfied with care; no complaints reported at time of inspection.
· Sufficient staffing levels with no recorded missed care calls; people informed when staff running late.
· Safe recruitment practices evidenced across reviewed staff employment records.
· Medication administration records in place and skill competency assessments completed for medicines handling.
· Staff demonstrated compassion, kindness and patience; strong positive feedback from people and relatives.
Quality-Statement breakdown (25)
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Staff support: induction, training, skills and experienceGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Managers being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving care; Working in partnership with othersGood