Home Care Assist received an overall Good rating across all five key questions in its first CQC inspection, with people and relatives consistently reporting safe, dignified, and personalised care. Minor gaps in cream application recording and accessibility of information were identified but promptly addressed by the registered manager.
Concerns (3)
minor
Medication management
: “the application of creams had not been consistently recorded on care plans. The registered manager acted on the feedback immediately.”
minorRecord keeping: “to ensure MAR's and daily records were consistently returned to the office to enable monitoring to take place. These systems were still in the process of being imbedded”
minorCommunication with families: “some improvements were needed to ensure the provider had considered how to ensure people were provided with information in an accessible format.”
Strengths
· People felt safe with staff and no missed visits were reported; staff communicated proactively about any lateness.
· Effective care planning and risk assessments were in place, with staff demonstrating detailed knowledge of people's individual risks.
· Staff were caring and compassionate, with people and relatives providing consistently positive feedback about dignity and respect.
· People were involved in the planning and review of their care, with preferences such as staff gender respected.
· Strong leadership with an open culture; the registered manager was approachable, responsive to feedback, and engaged with national guidelines and local forums.
Quality-Statement breakdown (23)
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: Supporting people to live healthier lives, access healthcare services and supportGood
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: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportNot rated
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
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: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving careGood