Austin Place is a small domiciliary care agency rated Good across all five key questions at its January 2020 inspection, with people consistently reporting kind, punctual and consistent staff who delivered personalised, dignified care. Minor record-keeping and medication documentation gaps were identified but had already been self-identified and were being addressed by management.
Concerns (3)
minor
Record keeping
: “staff were recording the start time of care calls, they were not always recording the time they finished which meant there was no evidence that they stayed the full length of time.”
minorMedication management: “where hand written prescription details were written on people's MARs there was no double signature to confirm accuracy of the information.”
minorStaff training: “We noted some staff training was overdue. However, the provider's operations manager was able to demonstrate to us this had been identified and courses were being arranged.”
Strengths
· People were cared for by kind, consistent staff who arrived on time and stayed for the expected duration of calls.
· Robust recruitment process including DBS checks, two references and right-to-work verification.
· Medicines administration records (MARs) had no gaps, with body maps for topical creams.
· Staff demonstrated good understanding of the Mental Capacity Act and sought consent before providing care.
· Care plans were detailed, individualised and person-centred, reflecting personal preferences and communication needs.
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: 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: 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
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
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
Austin Place received a Good rating across all five key questions at its first CQC inspection on 1 August 2017. The service demonstrated strong person-centred care, robust governance, and effective staffing practices with no failure themes identified.
Strengths
· People told us staff arrived on time and they had never had a missed call
· Care plans were person-centred, comprehensive and contained relevant information about people
· Staff understood safeguarding and knew who to contact if they had concerns
· Registered manager carried out quality audits including care plan audits and monthly spot checks
· Staff received appropriate and relevant training including NVQ Level 2 support
Quality-Statement breakdown (17)
safe: People's individual risks had been identified and action taken to prevent reoccurrence of accidentsGood
safe: Sufficient staffing levels with appropriate recruitment checks in placeGood
safe: Staff understood safeguarding and people told us they felt safeGood
safe: Emergency and business continuity arrangements including personal evacuation plans in placeGood
effective: Staff received appropriate training and were supported to achieve NVQ Level 2Good
effective: Regular supervision and appraisals in place and staff felt supportedGood
effective: Staff understood the Mental Capacity Act 2005 and Deprivation of Liberty SafeguardsGood
effective: People supported to maintain good health and access healthcare professionals
Good
caring: People told us they received care from kind, caring staff who respected their wishes and preferencesGood
caring: Staff knew people well and respected their individuality and independenceGood
caring: People maintained relationships with family and friends and staff fostered a community spiritGood
responsive: Care plans were detailed, person-centred and regularly reviewed with people's involvementGood
responsive: People had access to activities meaningful to them and complaints procedure was availableGood
responsive: Staff responded promptly when a person's needs changed including daily well-being checksGood
well-led: Registered manager carried out quality assurance audits and acted on findingsGood
well-led: People were involved in running of the service via residents association with feedback acted uponGood
well-led: Good working relationship between registered manager and staff; staff felt supportedGood