Green Cross Medicare Limited is a domiciliary care service providing a regulated activity of personal care. The service was providing care and support to people in their own homes. Not everyone who used the service received personal care. CQC only assesses where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of this assessment, there were 15 people using the service. This was a planned assessment of quality statements under the key questions of safe, caring and responsive. The assessment took place between 9 and 11 January 2025, we visited the office on 9 January 2025. Systems and processes meant people were protected from avoidable harm. There were enough staff, who were recruited safely had the necessary skills and training to provide care. Risks to people’s wellbeing were identified, assessed and staff worked in safe ways. Safeguarding procedures were in place. People were supported to maintain their independence to keep well. Staff were kind and caring, taking into consideration people’s individuality. People were supported to retain their independence and were treated with dignity and respect.
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Green Cross Medicare Limited received a Good rating across all five key questions at its October 2016 inspection, providing personal care to 27 people in their own homes. The service demonstrated consistent staffing, robust training and supervision, person-centred care planning, and effective quality assurance systems with no areas of concern identified.
Strengths
· People felt safe and were supported by a small, consistent team of staff who knew them well
· Robust safeguarding policies and staff training in place; concerns referred appropriately to local authority
· Incidents and accidents recorded, investigated, and used for learning and staff discussion
· Staff received regular training in food hygiene, health and safety, first aid, moving and handling, safeguarding, and medicines
· Regular supervision, group staff meetings, and annual appraisals ensured staff performance was monitored
Quality-Statement breakdown (12)
safe: People were protected from harm because risks were identified and managed appropriatelyGood
safe: There were safe medication administration systems in place and people received their medicines when requiredGood
safe: There were robust recruitment systems in place and sufficient staff with the right skills and knowledge to meet people's needsGood
effective: People were supported by staff who were themselves supported through regular training and supervisionGood
effective: People's rights were protected because staff followed the requirements of the Mental Capacity Act 2005Good
effective: People were supported to access the services of healthcare professionals as appropriateGood
caring: People found their staff supportive, kind and respectfulGood
caring: People were kept informed about any changes to their serviceGood
responsive: People received the care they needed and care plans reflected individual needs and were regularly reviewedGood
responsive: The service had a clear complaints procedure and people felt able to raise concernsGood
well-led: There were systems in place to monitor, and where necessary to improve, the quality of service providedGood
well-led: There was a positive, supportive culture where people and staff were confident to report any concerns to the management teamGood
Green Cross Medicare Limited achieved a Good rating across all five key questions at this May 2019 inspection of its Bournemouth domiciliary care service supporting 23 older people. The service demonstrated consistent, person-centred care with notable strengths in social isolation initiatives, flexible care delivery and open, proactive leadership.
Strengths
· People and relatives consistently reported feeling safe with staff who were described as competent, kind and caring.
· Care plans were personalised, regularly reviewed and updated in consultation with people and their relatives.
· Staff were well supported through training, supervision and open communication with management.
· The service went beyond its contracted personal care remit to actively counter social isolation, including organising events, trips and community activities.
· The registered manager was proactive, approachable and maintained robust quality monitoring through audits and spot checks.
Quality-Statement breakdown (22)
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 careGood
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: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and controlGood
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: 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: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staffGood