Fourways Community Care achieved an overall Good rating at its June 2019 inspection, with an Outstanding in Caring reflecting exceptional staff compassion, innovative social inclusion initiatives, and a culture of going beyond expected duties. No breaches of regulation were identified and no failure themes were evidenced across any domain.
Strengths
· Staff were exceptionally compassionate and kind, consistently exceeding people's and relatives' expectations, going 'the extra mile' for emotional well-being.
· Free mini-bus service for weekly trips to local attractions, annual parties, and monthly newsletters to combat social isolation.
· Stable staff team with regular supervision, annual appraisals, and a structured induction including shadowing experienced staff.
· Electronic rota and care planning app enabled real-time updates; managers alerted if staff did not arrive at booked times.
· Partnership with local police via the Herbert Protocol to support people living with dementia going out independently.
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: 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: Supporting people to live healthier lives, access healthcare services and supportGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated; equality and diversityOutstanding
caring: Ensuring people have emotional support when neededOutstanding
caring: Respecting and promoting people's independenceOutstanding
caring: Respecting and promoting people's privacy and dignityOutstanding
caring: Supporting people to express their views and be involved in making decisions about their careOutstanding
responsive: Planning personalised care to meet people's needs, preferences, interests and give them choice and controlGood
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: Working in partnership with othersGood
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 staffGood
well-led: Continuous learning and improving careGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
Fourways Community Care was rated Good across all five key questions at its October 2016 inspection, with 47 people receiving personalised, safe and compassionate domiciliary care. Minor gaps noted include absence of formal individual risk assessments, unrecorded supervision discussions, and pending MCA training for all staff.
Concerns (3)
minorCare planning: “There was no formal assessment undertaken regarding risks to individuals for example regarding skin integrity and nutrition.”
minorSupervision / appraisal: “The office manager undertook informal supervisions with care workers and group supervisions...However, they had not recorded the discussions.”
minorConsent / capacity: “They had scheduled MCA training for care workers in November 2016...at the time of the inspection they were not supporting anybody that lacked capacity.”
Strengths
· People felt safe and received consistent care workers who arrived on time and stayed for the required duration
· Robust staff recruitment procedures including DBS checks, references, and car insurance verification
· Care workers received comprehensive mandatory training and regular competency assessments including for medication administration
· Personalised support plans reviewed every three months and updated when needs changed
· Strong, open and positive culture with effective communication between management and care workers