About with Friends is a charitable domiciliary care agency rated overall Good, with an Outstanding rating for Responsive, reflecting exceptional person-centred outcomes for adults with learning disabilities and autistic people. Minor shortfalls were identified in PRN medicines protocols, MCA documentation, and one unreported CQC notification, none of which had negatively impacted people.
Concerns (4)
moderate
Governance
: “the registered manager understood their regulatory responsibilities however...they had failed to report one incident to CQC as required.”
minorMedication management: “whilst MAR charts contained detailed information for staff in relation to 'when required' or 'PRN' medicines, no dedicated protocols were in place as per best practice guidance.”
minorConsent / capacity: “relatives had signed consent forms for their family members who used the service yet there was no evidence to show whether their family member's capacity to make these decisions themselves had been assessed.”
minorRecord keeping: “improvements were needed in documenting adherence to the MCA and records in relation to PRN medicines.”
Strengths
· Exceptionally person-centred and responsive care that achieved outstanding outcomes, including supporting people from hospitalisation to independent living.
· Staff were consistently described as kind, caring, motivational, professional, and intuitive by people, relatives, and professionals.
· People were involved in recruitment of new staff, including sitting on interview panels.
· Communication needs were comprehensively met, including pictorial rotas, easy-read formats, and face-to-face awareness sessions.
· Strong multi-agency working, with professionals praising the service's outcome-focused and forward-thinking approach.
Quality-Statement breakdown (22)
safe: Using medicines safelyGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
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
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 preferencesOutstanding
responsive: Meeting people's communication needsOutstanding
responsive: Supporting people to develop and maintain relationships to avoid social isolationOutstanding
responsive: Improving care quality in response to complaints or concernsGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks, and regulatory requirementsGood
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: Engaging and involving people using the service, the public and staff; Working in partnership with othersGood