First inspection of this newly registered domiciliary care agency rated Good overall and across all five key questions. People received safe, reliable, person-centred care from a well-trained staff team led by a supportive registered manager with effective governance and partnership working.
Strengths
· Robust recruitment process with appropriate checks on staff skills and attributes
· Calls timed to ensure staff could travel between visits without rushing; good timekeeping and reliability
· Staff trained and competency checked for safe medicines administration; regular medicines audits carried out
· Strong person-centred culture with people actively involved in development and review of their care
· Open, supportive leadership fostering a learning culture and good staff wellbeing (adequate travel time and breaks)
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; working with other agencies; access to healthcareGood
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: Supporting people to develop and maintain relationships to avoid social isolationGood
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: Duty of candour and continuous learning and improving careGood
well-led: Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirementsGood