Observe Care Ltd, a small domiciliary care agency in Plumstead, received a Good rating across all five key questions at its first CQC inspection in November 2021. The service demonstrated safe, person-centred care with strong leadership, effective staff recruitment and training, and good partnership working with health and social care agencies.
Strengths
· Staff were safeguarding-trained and people felt safe; relatives confirmed confidence in staff.
· Medicines administered safely with no gaps in MAR charts and regular audits by registered manager.
· Staff recruited safely with full pre-employment checks including DBS, references and right to work.
· Cultural and language needs met by matching staff to people, including gender preference and native language.
· Registered manager hands-on, conducted spot checks, home visits and care record audits to assure quality.
Quality-Statement breakdown (18)
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: Staff working with other agencies to provide consistent, effective, timely care; supporting people to live healthier livesGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; equality and diversity; supporting people to express their viewsGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to meet people's needs, preferences, interests and give them choice and controlGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
well-led: Promoting a positive culture; duty of candour; managers and staff understanding quality, risks and regulatory requirementsGood
well-led: Engaging and involving people and staff; continuous learning and improving careGood