Topaz Care and Support Company Limited is rated Good overall, with strong safeguarding, staffing, training and partnership working across a complex caseload including children with multiple needs. The single area of Requires Improvement relates to the responsiveness domain, where care plans for children and young people lacked personalisation and some reviews were overdue.
Concerns (4)
moderate
Care planning
: “some care plans written for the support of children and young people who used the service were not as personalised and used a different format in comparison to care plans written for adults.”
minorPerson-centred care: “A female or male cartoon or comic book character was placed on the front of each care plan but they were the same for each child...the cover was generic and not personalised for each child.”
minorRecord keeping: “some reviews were found to be overdue by a few weeks. The registered manager told us plans were in progress for the reviews to take place.”
minorMedication management: “staff did not use the coding system to note when they did not need to administer people their medicine and instead had left the entry blank.”
Strengths
· Robust safeguarding procedures in place for both adults and children, with staff trained in safeguarding adults and children and awareness of whistleblowing routes.
· Electronic call monitoring system used to schedule and monitor visits, with sufficient travel time between visits confirmed by staff and relatives.
· Comprehensive staff induction including mandatory and specialist training topics such as epilepsy, paediatric life support, PEG feeding and learning disability awareness.
· Positive, person-centred culture with open-door management policy and strong staff support through supervision and appraisals.
· Strong partnership working with local authorities, social workers, paediatric nurses, SALT, dieticians and other health and education professionals.
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Staffing and recruitmentGood
safe: Assessing risk, safety monitoring and managementGood
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 live healthier lives and access healthcare services; staff working with other agenciesGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
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 preferencesRequires improvement
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships; support to follow interests and activitiesGood
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