Umbrella Health Care Ltd received a Good rating across all five key questions at its first CQC inspection, with people and relatives reporting high satisfaction, consistent staffing, and compassionate person-centred care. Minor gaps were noted in records management and initial assessment documentation, and a recommendation was made to seek guidance on records management, while a prompt response to an identified diabetes risk guidance gap was acknowledged positively.
Concerns (4)
moderateStaff training: “where diabetes was identified as a risk there was no guidance to support staff in identifying risk factors such as having low and high blood sugar”
minorCare planning: “gaps were sometimes present in some questions during an initial assessment for example hobbies people may or may not be participating in”
minorRecord keeping: “We recommend the provider seeks guidance from a reputable source around records management.”
minorSupervision / appraisal: “Appraisals had yet to take place, there were systems in preparation for when staff were due to receive an appraisal of their years performance.”
Strengths
· People and relatives consistently reported feeling safe and expressed high levels of trust in care staff.
· Consistent staffing team provided continuity of care, which was highly valued by people and their relatives.
· Staff received comprehensive induction and training including the Care Certificate, moving and handling, MCA, and infection control.
· Medicines were administered safely with no gaps in administration records.
· Care plans were personalised and built around individual preferences and routines.
Quality-Statement breakdown (23)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely care; Supporting people to live healthier livesGood
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 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: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristicsGood
well-led: Continuous learning and improving care; Working in partnership with othersGood