South Western Care Services improved from Requires Improvement to Good across all five key questions at this October 2019 inspection, having successfully remediated prior regulatory breaches in recruitment, complaints handling, and governance. The service demonstrated safe staffing, person-centred care planning, effective leadership under a newly appointed registered manager, and strong partnership working, with only minor concerns around weekend visit timing consistency.
Concerns (2)
minorMissed or late visits: “There are timing issues, they are usually late in the morning”
minorMedication management: “The service was in the process of reviewing and updating its medication support polices at the time of our inspection to ensure they accurately reflected current best practice.”
Strengths
· No missed care visits reported; digital call monitoring system ensured all planned visits were provided on time.
· Safe recruitment practices restored, including DBS checks and reference reviews following previous breach.
· Staff described as caring, friendly and patient; professionals noted staff 'went the extra mile' for people.
· Care plans were detailed, up to date, and included life history and personal preferences to support person-centred care.
· Regular staff supervision, spot checks, and annual appraisals in place; staff felt well supported.
Quality-Statement breakdown (24)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Staffing and recruitmentGood
safe: Assessing risk, safety monitoring and managementGood
safe: Learning lessons when things go wrongGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Staff support: induction, training, skills and experienceGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
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 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: Improving care quality in response to complaints or concernsGood
responsive: Planning personalised care to meet people's needs, preferences, interests and give them choice and controlGood
responsive: Meeting people's communication needsGood
responsive: End of life care and supportGood
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: 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