Chinese Wellbeing achieved an Outstanding overall rating at its November 2016 inspection, with Outstanding in responsive and well-led domains, driven by exceptional culturally specific care for Liverpool's Chinese community delivered entirely by Cantonese-speaking staff. No regulatory breaches or failure themes were identified; the service was commended for innovative dementia provision, strong leadership, comprehensive staff development and robust governance.
Strengths
· Culturally specific service delivered entirely in Chinese/Cantonese by bilingual staff, meeting linguistic, cultural and spiritual needs of service users
· Innovative Tea House Reminiscence dementia service with culturally sourced memorabilia shipped from China to provide meaningful stimulation
· Outstanding leadership embodying 'five hearts' (attentiveness, care, love, endurance, patience) with open-door culture across all management levels
· Comprehensive staff training including specialist dementia champion, advocacy and welfare benefits courses funded by the provider
· Monthly supervision, annual appraisals, and staff development to full potential with aspirational culture
Chinese Wellbeing is an Outstanding-rated domiciliary care service delivering highly person-centred, culturally sensitive care to the Chinese community in Liverpool, with exceptional partnership working, community engagement, and continuous improvement embedded throughout. No failures or regulatory breaches were identified at this inspection.
Strengths
· Exceptionally person-centred, culturally sensitive care tailored to the Chinese community, including use of interpreters, translated materials, and culturally appropriate activities.
· Creative cross-agency working to support people's health, wellbeing, and independence, including securing additional care hours to prevent residential placement.
· Outstanding community engagement and partnership development with commissioners, healthcare professionals, housing providers, and BAME community groups.
· Strong leadership with a proven track record of securing external funding and developing productive partnerships to maximise outcomes for people.
· Robust medicines management with bilingual records, accredited training, and regular competency assessments.
Quality-Statement breakdown (26)
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: Supporting people to live healthier lives, access healthcare services and supportOutstanding
effective: Staff working with other agencies to provide consistent, effective, timely careOutstanding
effective: Supporting people to eat and drink enough to maintain a balanced dietOutstanding
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawOutstanding
effective: Staff support: induction, training, skills and experienceOutstanding
effective: Ensuring consent to care and treatment in line with law and guidanceOutstanding
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: Supporting people to develop and maintain relationships to avoid social isolation; support to follow interests and to take part in activities that are socially and culturally relevant to themOutstanding
responsive: Planning personalised care to meet people's needs, preferences, interests and give them choice and controlOutstanding
responsive: Meeting people's communication needsOutstanding
responsive: Improving care quality in response to complaints or concernsOutstanding
responsive: End of life care and supportOutstanding
well-led: Promoting a positive culture that is person-centred, open, inclusive and empowering, which achieves good outcomes for peopleOutstanding
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristicsOutstanding
well-led: Working in partnership with othersOutstanding
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsOutstanding
well-led: Continuous learning and improving careOutstanding
well-led: How the provider understands and acts on the duty of candourOutstanding