Rock of Ages Care, a domiciliary care agency in Egham supporting 43 people, improved from Requires Improvement to Good overall, with all five key questions rated Good. The provider had remedied previous breaches of Regulations 12 (medicines) and 17 (governance) through stronger auditing, increased staffing and an embedded person-centred culture.
Strengths
· Improved medicines management with no gaps in MAR records and competency assessments for staff
· Increased staffing levels with consistent care teams allocated to specific areas, reducing travel time and improving familiarity
· Robust recruitment process including DBS checks, references and right-to-work verification
· Thorough investigation of safeguarding concerns and close working with local authority
· Person-centred care plans with detailed information on health conditions, dietary needs and communication preferences
Quality-Statement breakdown (23)
safe: Using medicines safely - no longer in breach of Regulation 12Good
safe: Staffing and recruitment - increased staffing, consistent teamsGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choicesGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enoughGood
effective: Supporting people to live healthier lives and access healthcareGood
effective: Ensuring consent to care and treatment in line with MCAGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in decisionsGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care including end of life careGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to maintain relationships and follow interestsGood
responsive: Improving care quality in response to complaints or concernsGood
well-led: Managers and staff understanding roles and regulatory requirements - no longer in breach of Regulation 17Good
well-led: Promoting a positive, person-centred, open and inclusive cultureGood
well-led: Duty of candourGood
well-led: Engaging and involving people, public and staffGood