Support at Home, a short-term reablement homecare service operated by Westmorland and Furness Council, received a Good rating across all five key questions at its first inspection in December 2023. The service effectively supported people to regain independence, with well-trained and caring staff, safe recruitment and medicines practices, and a responsive management team, with only minor observations around staffing pressure and inconsistent feedback engagement.
Concerns (2)
minorStaffing levels: “Some people told us they felt more staff were needed. One person said, 'I would say that the carers were over worked and very pushed for time'”
minorPerson-centred care: “Some people said they had not been asked for their views. One person said, 'I haven't had a questionnaire to complete or any phone calls.'”
Strengths
· People felt safe with staff visiting their homes and were protected from abuse and avoidable harm.
· Risk assessments were used positively to support people to regain independence.
· Safe recruitment processes were in place including DBS checks.
· Staff were trained in medicines management, infection prevention and control, and the Mental Capacity Act.
· People's needs were assessed before support commenced, with goals identified collaboratively.
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; supporting people to live healthier lives and access healthcareGood
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 independence; supporting people to express their viewsGood
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: 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
well-led: Continuous learning and improving careGood