Phebdan HealthCare Services Limited received a Good rating across all five key questions at its first CQC inspection, supporting 17 people with domiciliary care in Croydon. The service demonstrated safe staffing and recruitment practices, personalised care planning, strong multi-agency working, and effective governance, with only a minor concern about limited flexibility in care visit timings.
Concerns (1)
minor
Person-centred care
: “One person told us, 'They are not very flexible with timings.' One relative told us the service was unable to make the changes needed to, 'The times we would have liked during my [family member's] summer break'”
Strengths
· People felt safe with staff and reported no concerns about abuse or avoidable harm
· Medicines were administered safely with regular audits of administration records and ongoing competency checks
· Staff recruitment processes were robust, including DBS checks, references and identity verification
· People were supported by consistent staff who were introduced before covering absences
· Cultural needs were assessed and met, including support to attend places of worship
Quality-Statement breakdown (24)
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 enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
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: How the provider understands and acts on the duty of candourGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Continuous learning and improving careGood