Phoenix Care At Home Limited was rated Good overall with an Outstanding rating for Caring, providing exceptionally compassionate, person-centred domiciliary care to 18 people. The Responsive rating dropped from Outstanding to Good, but no breaches or failure themes were identified, with only minor recommendations around documenting a formal business continuity plan and developing the continuous improvement plan.
Strengths
· Exceptionally compassionate, person-centred care with staff described as 'family' by people and relatives
· No missed visits; consistent small staff team who arrive on time and stay for commissioned time or longer
· Proactive efforts to reduce social isolation, including fundraising for a wheelchair accessible vehicle and creative use of technology
· Strong partnership working with health professionals who praised the service's competence and communication
· Robust recruitment with DBS checks and thorough induction including the Care Certificate
Quality-Statement breakdown (23)
safe: Assessing risk, safety monitoring and managementNot rated
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Staffing and recruitmentNot 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 live healthier lives and access healthcareNot 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: Supporting people to develop and maintain relationships to avoid social isolation; interests and activitiesNot rated
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesNot rated
responsive: End of life care and supportNot rated
responsive: Meeting people's communication needsNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringNot rated
well-led: Managers and staff being clear about their roles; understanding quality performance, risks and regulatory requirements; duty of candourNot rated
well-led: Engaging and involving people using the service, the public and staff; continuous learning and improving careNot rated
well-led: Working in partnership with othersNot rated