MyLife (Kent) retained an overall Good rating, with safe, effective, caring and responsive care delivered through trained staff, person-centred plans and strong partnership working. Well-led dropped to Requires Improvement due to inconsistent communication with people and staff about rota changes and late visits.
Concerns (5)
moderate
Communication with families
: “some people told us they were not always informed when visit times changed or staff were running late”
moderateMissed or late visits: “There were a small number of visits where travel time was not sufficient to enable staff to stay the length of the visit and get to the next visit on time.”
moderateLeadership: “the service management and leadership was inconsistent. Leaders and the culture they created did not always support the delivery of high-quality, person-centred care.”
moderateGovernance: “Staff told us that visits were added to their rota without them being informed first.”
minorEnd-of-life care: “The registered manager had not spoken with all people to ensure their end of life wishes were known and captured.”
Strengths
· People protected from risk of abuse with staff trained in safeguarding
· Medicines managed safely with clear MAR records and PRN guidance
· Safe recruitment with DBS checks completed
· Comprehensive three-day induction training and annual competency assessments
· Person-centred care plans with detailed equality and diversity considerations
Quality-Statement breakdown (23)
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Assessing risk, safety monitoring and managementNot rated
safe: Staffing and recruitmentNot rated
safe: Using medicines safelyNot rated
safe: Preventing and controlling infectionNot rated
safe: Learning lessons when things go wrongNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Staff support: induction, training, skills and experienceNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Staff working with other agencies to provide consistent, effective, timely careNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
caring: Ensuring people are well treated and supported; respecting equality and diversityNot rated
caring: Supporting people to express their views and be involved in making decisions about their careNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot rated
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesNot rated
responsive: Meeting people's communication needsNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
responsive: End of life care and supportNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringNot rated
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsNot rated
well-led: How the provider understands and acts on the duty of candourNot rated
well-led: Engaging and involving people using the service, the public and staffNot rated
well-led: Working in partnership with othersNot rated