Carroll's is a small domiciliary care agency rated Good overall with an Outstanding rating for caring, where staff consistently went 'the extra mile' delivering an exceptionally person-centred service. No regulatory concerns were identified; the service was safe, effective, responsive and well-led with strong governance, reliable visits and positive feedback from people, relatives and professionals.
Strengths
· Exceptionally caring service with staff consistently going the 'extra mile' for people and their families
· Strong person-centred culture with staff matched to people based on shared interests and hobbies
· Reliable service with staff arriving on time, staying full duration and no missed visits
· Safe medicines management with competency checks during quality spot visits
· Robust infection prevention and control with consistent PPE use throughout the COVID-19 pandemic
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
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 and supported; respecting equality and diversity; Respecting and promoting people's privacy, dignity and independenceOutstanding
caring: Supporting people to express their views and be involved in making decisions about their careOutstanding
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: 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 candour; Continuous learning and improving careGood
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